Bilingual Customer Support Administrator Toronto/Montreal

Bilingual Customer Support Administrator Toronto/Montreal

Title: Bilingual Customer Support Administrator Toronto/Montreal
Location: Canada-Ontario-Markham
Other Locations:

The Customer Support Administrator (CSA) is responsible for efficiently managing the Healthcare service delivery process. Through direct communications with customers, CSAs log service requests, process part orders and serve as a resource to Field Service Engineers, overseeing various planning initiatives.

Key Responsibilities/Duties:

Customer Support:

. Log customer service requests and timely dispatch of calls to Field Service Engineer via Clarify
. Escalate service calls according to policy and refer issues to management
. Monitor incoming fax queue for customer purchase order requests for parts
. Verify customer purchase order details against quote and process direct sales orders
. Verify shipments, tracking records for parts and communicate back-orders to customers

Field Liaison:

. Serve as the administrative focal point for the Field organization - receive and place helium orders, submit Field Change Order requests, correct and/or reassign service order requests on their behalf
. Check whereabouts voicemail/email regularly and update FSE information accordingly
. Receive and accurately process part inquiries/orders from internal and external customers, communicated by phone, email or purchase order
. Validate accuracy of part numbers, provide part quotes and check stock availability via SAP
. Process Next Flight Out part orders for urgent and critical requests
. Liaise with Third Parties (i.e. UPS, First International/ICS, Suppliers, Customs, etc.) to coordinate service delivery events
. Develop and maintain working relationships with FSEs, to better facilitate communication and teamwork
. Responsible for the maintenance of databases, applications and tools, essential to the daily functioning of the service administration
. Perform other related duties and tasks as assigned by the Supervisor/Manager

Scheduling Optimization:

. Responsible for scheduling optimization for Preventative Maintenance calls
. Produce analysis and reporting, as required

Issue Mitigation and Escalation:

. Escalate problematic part orders to appropriate parties (Inventory Specialist, Master Material or ASAP) and follow up as required
. Record customer (internal and external) feedback and take ownership of issue by escalating to appropriate parties for resolution

Key Issues and Decisions:

. Managing many high priority tasks at once and meeting deadlines is the most complex part of this position. Many of the aspects of the position are considered to be urgent; they are required to be completed quickly and accurately.
. Identifying barriers that prevent an order from being processed. Material Master issues, Back orders or Delivery concerns need to be escalated to designated teams in a timely fashion, to avoid customer impact
. Meeting customer requests and deadlines; involves constant follow up on orders to ensure that customer needs are met within tight deadlines
. Ensuring accuracy on every order to prevent errors and service delivery delays, negatively impacting Customer Satisfaction

Job Requirements:

. Bilingual - Excellent verbal and written communication skills in both English and French
. Flexible working hours, including weekends and On Call rotation
. Demonstrated commitment to customer satisfaction, able to build trust and confidence
. Professional and excellent telephone manner
. Has a sense of urgency; ability to prioritize and multi-task
. Quick learner, works well under pressure in a close team environment
. Ability to adapt well to change in the workplace
. Strong interpersonal skills and a strong team player
. Is a problem solver and able to make decisions when required
. Good organizational skills and detail oriented
. Basic knowledge of SAP desirable
. Previous call centre experience, preferably in an order desk or dispatch environment
. Good P.C. skills, including advanced skills in Microsoft Excel


Philips is an Equal Opportunity Employernull