Bilingual Customer Service Representative

Supports FME Canada’s mission, vision, core values and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements. The Bilingual Customer Service Representative, under the direction of the National Customer Service Manager, will be responsible for all matters pertaining to customer service-related functions and home care functions across Canada. 

• Responsible for driving the FME Canada culture through values and customer service standards.
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

• Repetitive data entry required in a hybrid setting; primarily working at a desk with computer and headset.
• Occasional overtime may be required to meet operational and business needs.
  Participation in an after-hours on-call rotation is required.

This position follows the company's hybrid work model. Employees residing within 40 km of the office are expected to be in the office three days per week. Employees residing outside of the 40 km radius may be eligible for a remote work arrangement in accordance with company policy.

Minimum - high school diploma.  College/University Degree preferred.

• Minimum 3 years of customer service experience required.
• Experience in healthcare, medical devices, or related industry preferred.
• Bilingualism in French and English (spoken and written) required.
• Excellent verbal and written communication skills in a professional customer service environment.
• Demonstrated proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Strong organizational skills with the ability to effectively manage multiple priorities in a fast-paced environment.
• Proven ability to work independently with minimal supervision while exercising sound judgment and initiative.
• Strong attention to detail and commitment to accuracy in order entry, documentation, and customer records management.
• Ability to collaborate effectively with cross-functional teams and build positive working relationships across departments.
• Strong problem-solving and customer resolution skills.
• Ability to adapt to changing priorities and support business needs during periods of increased workload.

Internal Contacts:  Territory Managers, Product Managers, Technicians, Warehouse Staff, FME Canada Employees

External Contacts:  Home Patients, Hospital purchasing departments, Biomedical technicians, Customer  base

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