Bilingual Customer Specialist – Order Management

Job Title

Job Description

Bilingual Customer Specialist – Order Management (Cambridge, MA or Murrysville, PA)

As a Bilingual Customer Specialist, you will help deliver exceptional customer service and strengthen relationships with Philips North American Region (NAR) customers in both English and French Canadian for the Sleep and Respiratory Care (S&RC) division of Philips.  

Your role:

• Respond to a high volume of inbound customer inquiries, complaints and order requests via telephone calls, chat, and email/fax correspondence, facilitate problem resolution, provide information on Philips’s products and services, and demonstrate commitment to customer service by following up on customer requests.
• Display a commitment to quality by following required procedures and practices and search for opportunities for continuous improvement.
• Provide support to the sales team, back up support to other members of the order management team and train new associates as needed.
• Work as a team member to satisfy all customer needs, improve call center performance and achieve department goals.

• Define, with your manager, goals for personal and professional development. Take accountability to execute your personal development plan to grow within current role and to prepare for future roles.

You're the right fit if:

• You’ve acquired 2+ years of experience in a Customer Service environment or related experience. This position calls for a team player with the demonstrated ability to work with others as well as work independently with minimal supervision.
• Your skills must include fluent and professional written and oral communication in French Canadian and English. Telephone skills and customer problem resolution experience required. Direct customer service experience within Business-to-Business capacity preferred but not required. Ability to solve non-routine product, pricing and shipping issues as they relate to current products and customers highly desired. SAP experience preferred.
• You have an associate’s degree in a business discipline or equivalent work experience. Bachelor’s degree is preferred.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 
• You’re proficient with basic computer skills along with Microsoft Office software programs such as Outlook, Word, Excel are required.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

(This is an office role.)

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality of healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.
• Learn more about our commitment to diversity and inclusion.

Philips Transparency Details

The hourly pay range for this position is $22.00 to $25.00, plus overtime is eligible.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. 

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Cambridge, MA or Murrysville, PA.

LI-Office

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.