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Bilingual Customer Service Supervisor

Bilingual Customer Service Supervisor

Job ID 
2018-1103
Job Locations 
CA-ON-Mississauga
Category 
Customer Service/Support
Type 
Full-Time/Regular

More information about this job

Overview

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

 

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!    

 

Responsibilities

  • Supervise all aspects of order processing for Canada Customer service to include: direct supervision of staff, prioritizing and monitoring work through the department, managing coverage to ensure appropriate phone coverage
  • Address customer inquiries regarding pricing, part numbers, delivery, return and credit issues
  • This position requires direct communication with other departments to develop continuous process improvements

 

Essential Functions:

 

  • Approves and books orders and credit memos on regular basis
  • Lead the daily functions of the Customer Service department to ensure orders are processed in a timely manner
  • Coordinates training of new staff as well as continued training of experienced staff as necessary
  • Ensures adequate phone coverage is available.  Monitors phone data and call quality through recording system and reports
  • Follows-up and resolves customer inquiries and complaints. Pinpoints crisis areas and recommends solutions
  • Manages department quality control. Assist in the development of department procedures and applicable documentation.  Updates and communicates policy and procedure changes
  • Serves as backup coverage for entering orders from Customers
  • Manager communication updates to sales personnel regarding equipment orders. Run reports as needed
  • Support the coordination and compilation of RFP; RFQ and RFI responses
  • Responsible for special projects as assigning, including continue process improvements

Qualifications

  • Fluent in English and French
  • Previous supervisory experience, with a minimum for 3 years Customer Service experience
  • Experience in capital sales environment considered an asset
  • Previous experience with Oracle ERP is desired
  • PC literate – MS Office, Crystal, etc.

 

 

Required Education and Experience:

 

  • Bachelor’s degree in Business Administration or equivalent

 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

 

 

EOE/Minorities/Women/Vets/Disabled