Bilingual Customer Service Representative
BDNow As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide. We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. Job Description As the Bilingual Customer Service Representative (CSR) , you will act as the primary point of contact for both internal and external customers and will manage the process of high-volume incoming orders via telephone, fax, email and EDI using the ERP system (SAP). You will routinely respond to inquiries from customers via phone or email including but not limited to product availability, order status, pricing, invoices, credits, returns, literature or sample requests, proofs of delivery and current marketing promotions. You will be expected to provide efficient and courteous customer service, positively support your team, and provide backup support and coverage when necessary. The role is hybrid and based in our office located in Mississauga, ON. Our hybrid model is currently four days in the office (Monday to Thursday) and one day remote from home (Friday). Hours of operation are 8:30am (EST) to 5:30pm (EST), Monday to Friday. Shifts can be 8:30am – 4:30pm, 9:00am-5:00pm or 9:30am-5:30pm, subject to change. Job Responsibilities: Respond to customer inquiries within established service levels for all order-related activities (including product information, back orders, stock availability and delivery inquiries). Process orders throughout the entire order life cycle, maintaining communication with sales, distribution, supply chain planning, inventory control, and accounts receivable to meet customer requirements. Collect information and initiate product and service complaints in compliance with departmental and Health Canada timelines. Collaborate with customers to identify and proactively resolve concerns. Support “one-call resolution” by assessing issues, recommending appropriate solutions, and executing them. Establish and maintain relationships with key customer accounts. Provide proactive updates to customers and Territory Managers regarding specific customer issues. Participate in customer-focused teams and support BD initiatives. Provide coverage for other team members’ regions to ensure continuity of customer service support as required. Work with business units and operational functions on special projects, as needed. Education and Experience required: University degree or college diploma required. Fluency in French and English (reading, speaking, and writing). Minimum of 2 years of Customer Service experience is an asset. Strong proficiency with Microsoft Office tools (Outloo…