Bilingual Customer Service Representative

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🕒 January 2

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Medline Industries, LP

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1910

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Private Equity Round on 2021-06

Healthcare Insurance • Pharmaceuticals

Medline Industries, LP is a leading healthcare company that focuses on improving clinical, financial, and operational outcomes for its customers. The company offers a wide array of over 335,000 medical products and boasts extensive warehousing capabilities with more than 28 million square feet of space. With a significant global presence of 43,000 employees, Medline provides agile and scalable solutions across all points of care, achieving a 95% next-day delivery rate within the US. The company's mission is to enhance healthcare delivery by providing superior products, supply chain resilience, and clinical expertise, all while fostering strong customer relationships through tailored, problem-solving solutions.

📋 Description

• Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. • Ensuring clarity and customers are well informed on all inquiries. • Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service • Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. • Escalate complex issues to appropriate channels when necessary • Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. • Ensure compliance with ALL Medline policies, including privacy and data security • Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines • Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms • Gather and relay customer feedback to relevant departments for continuous improvement of products and services • Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

🎯 Requirements

• High School Diploma or equivalent • Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset • Due to the scope of responsibilities and/or the organizational structure, this position requires advanced language skills in both French and English (Bilingual). • Exceptional phone contact handling and active listening skills with a strong problem resolution background • Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently • Excellent communication and presentation skills (verbal and written) • Ability to work under pressure in an ever changing, fast-paced and dynamic medical environment • Demonstrates a highly developed sense of integrity and commitment to customer satisfaction • Excellent organizational and time management skills • Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment • Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)

🏖️ Benefits

• Collaborative work environment with highly engaged employees • Market competitive compensation and benefits plan, including LTD & Insurance • DPSP match program • Annual Employee Appreciation Week • Paid vacation and personal days • Lifeworks® Employee Assistance Program (EAP) • Resources supporting mental, physical, family and financial well-being • Career growth and training programs • Open communication with Senior Leaders • Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit • Employee referral program • Education support programs • Fitness subsidy • Recognition programs • Social activities