Summary Statement
Otto Bock Health Care is a leading global supplier of Orthotic and Prosthetic products for people with disabilities. Our vision is to help people maintain or regain their freedom of movement. We work towards this aim by providing outstanding innovation and technology leadership, a large range of services and the global presence of our sales and service network.
We are currently looking for a Bilingual Customer Service Representative to join our North American Customer Service team located in Burlington, Ontario. This is a permanent full time position with full benefits. The role will be a remote position upon completed training.
North American Customer Service Representatives play a key role in creating an exceptional experience for healthcare providers and patients who rely on Ottobock for prosthetic and orthotic solutions. This position requires a compassionate, detail-oriented, and solution-driven professional dedicated to ensuring each order is handled accurately, efficiently, and with care.
This position is responsible for creating a high level of satisfaction for customers who contact Ottobock. The Customer Service Reps are expected to determine customer needs (process an order, complaint, inquiry, returns, back orders, shipping, etc.) and to provide "best in class" customer service to build customer loyalty. Customers will participate in an NPS survey and provide regular feedback regarding their interactions with the Customer Service team.
Duties & Responsibilities
Success in this role depends on the ability to combine product knowledge, technical accuracy, and a genuine commitment to service excellence.
The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist customers courteously through inbound telephone calls for the purpose of processing customer orders or providing information for two business units – Prosthetics and Orthotics, regardless of the callers demeanor.
- Processes customer orders, requests, and inquiries with healthcare providers and patients via telephone, email, fax, mail in an efficient and professional manner.
- Support ecommerce by providing site tours to customers and signing the up for individual accounts.24 hour turnaround response time to customers
- Department metrics – all telephone messages must be cleared at the end of every business day.
- Department metrics- Maintain average call wait time for the customer of 20 seconds or less
- Department metrics- Maintain or increase Net Promoter Score measured by customer call survey
- Accurately inputs customer orders into SAP database system which confirms pricing, stock availability as well as preparing change of address records, and the issuance of discontinuance orders.
- Responsible for handling customer complaints using listening and problem solving skills to determine needed resolution and complete forms in compliance with Health Canada. Research and resolve customer issues acting as the liaison between appropriate departments when necessary. Handles customer inquiries re: shipping or product difficulties.
- Must be able to take ownership for calls/problems, regarding invoicing, back orders, credits, purchase orders or service rendered; referring complaints of service failures to designated departments for investigation.
- Informs customers of product pricing.
- Issues a Return Authorization Number for returned products along with any necessary follow-ups within the guidelines of the company.
- Responds to questions and/or inquiries regarding products or technical information and refers customer to other departments for additional information, if necessary.
- Cross-sells products to meet customer needs by having complete product knowledge and training on all Company's product lines.
- Works in team-based environment in delivering signature customer service to Ottobock customers.
- Files documents and other related paperwork as per department procedures.
Qualifications
• College Business Diploma
• Proven French and English language skills – written and verbal
• Minimum of 3 years customer service experience in a call center/team environment
• Excellent conflict resolution, negotiation, and objection handling skills
• Able to multi-task – work on several orders simultaneously
• Able to deal with people in a sensitive, tactful and diplomatic manner while being professional at all times.
• Adaptable to change and committed to continuous learning.
• Strong time management skills with the ability to follow established procedures and uphold company values.
• PC Skills – MSOffice, Supply Chain Management System (SAP)
• Keyboard and data entry skills
• Able to maintain flexible hours
Working Conditions:
• Ability to work remotely with at home office space and internet connection of 50Mbps minimum if no additional devices are on the same network.
• Required to have very limited to no distractions during scheduled shift.
• 6+ hours per day sitting
• 6+ hours per day talking and typing
The successful candidate must be comfortable working within a matrix reporting work environment.
Benefits
Full-time, permanent position (on-site).Company sponsored benefits offered.
Ottobock Health Care is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, Ottobock Health Care will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment process.
