Customer Account Representative
OrthoCanada
Gatineau, QC / Vancouver, BC
Full time, Permanent
OrthoCanada’s mission is to improve the health, wellness and mobility of Canadians. Founded in 1989 by physiotherapist Judith Stanfield, OrthoCanada has grown from a small family business to a Canadian leader in the distribution of specialized rehabilitation and general health products. Our team consists of dedicated individuals who thrive in an entrepreneurial environment and are seeking to learn and contribute in as many ways as possible.
The Customer Account Representative is responsible for answering customers inquires, assisting them with their consumable product purchases, and invoicing. Their goal is to make OrthoCanada stand out because of our superior product knowledge, customer service excellence and client relationships. They are the first contact with our clientele and are the life line for OrthoCanada’s clinic supply sales.
Duties and responsabiities:
Customer service
· Respond quickly and efficiently to all incoming sales enquiries by telephone, website, fax and email.
· Be knowledgeable regarding OrthoCanada’s product offering. Make educated product suggestions based on product attributes; understand alternatives and substitutes.
· Communicate with customers and other individuals to answer questions, disseminate or explain information on specific products, take orders and address complaints.
· Understand and communicate OrthoCanada’s values; demonstrating what makes us and our products different.
· Record orders in the accounting system and invoice customers accordingly (clinics, hospitals, universities, medical stores and retail customers etc.).
· Build strong customer relationships.
· Continually strive for customer service excellence; always look for ways to go the extra mile and “wow” the customer.
· Manage all retail and web orders.
· Find innovative ways to up-sell to customers by offering complementary / beneficial product suggestions.
· Understand which products are exclusive to OrthoCanada, and promote them accordingly.
· Excel at issue resolution and finding ways to keep the customer happy with the lowest cost solution.
Administration:
· Data entry in our accounting system. Improving data quality (review customer name and other customer details, standardize product descriptions, etc.).
· Website review
· Liaise with the purchasing manager and shipping team as required to confirm inventory and status of shipped orders.
Qualifications and requirements :
· College degree
· Bilingual in English and French (Strong written and verbal communication skills)
· Overall strong computer skills
Key success attributes:
· Customer focus (both external customers and internal team)
· Attention to detail
· Strong communication skills
· Ability to work with tight deadlines
· Energy and stress management
· Teamwork
· Adaptability/Flexibility
Le télétravail (hybrid) est possible une fois la formation terminée.
Type d'emploi : Temps plein, Permanent
Gatineau, QC / Vancouver, BC
Avantages:
· Assurance Dentaire
· Assurance Invalidité
· Assurance Vie
· Assurance Vision
· Congés de Vacances et Compensatoires
· Gym sur place
· Programme d'Aide aux Employés
· Programmes de Bien-être
· Réductions Tarifaires
· Régimes de participation aux bénéfices
· Stationnement sur place
· Tenue Décontractée
· Travail à Distance
Schedule:
· 8 heures / jour
· Du Lundi au Vendredi
COVID-19 Measures:
· Toutes les mesures sont mises en place pour minimiser les risques de propagation à l'interne.
Education:
· DEC (Obligatoire)
Experience:
· Service à la clientèle: 3 ans (Obligatoire)
Language:
· Parfaitement bilingue - français et anglais (Obligatoire)