Company Description

Acelity is a globally diversified wound care and regenerative medicine company committed to advancing the science of healing and restoring people’s lives. 

Acelity products are designed to address needs in the areas of Advanced Wound Therapy and Regenerative Medicine with best-in-class solutions that are designed to deliver superior clinical outcomes for patients.

Job Description

Job Summary:

The Bilingual Customer Support Associate is responsible for providing superior customer service on a national level to both internal and external KCI customers in a professional manner.

Responsibilities:

Answers incoming calls and gathers information to fulfill customer orders and requestsInputs data received in written and electronic formats to fulfill customer ordersSupports a rental, sales and owned business model by entering various order typesProvides internal customers with required information related to customer support activitiesResearches the availability of owned product to internal and external customersCompletes all necessary follow-up and administrative tasks requiredMonitors Customer Service Inquiries (CSI) mailbox and responds to offline requests when not actively on a callAudits orders for accuracy for all four (4) sales channels with their specific requirementsMaintains professional interactions with incoming calls from customers in regards to product ordersThoroughly investigates all customer complaints (e.g. backdating, missing shipments) and responds before escalating to managementSupports offline, shared service team with process guidance for order entryProvides online ordering/EDI assistance to customersProvides basic technical support for product issues and aims to understand and resolve customer concerns within the average talk timeParticipates in special projects as required.

Qualifications

Minimum Requirements/Abilities:

Some post secondary education in Administration, Business or related fieldMinimum of one (1) year experience in an office environmentBilingualism – English/Canadian FrenchExcellent interpersonal skills. Must have the ability to communicate with diplomacy and interact with customers in a professional and positive mannerSuperior verbal and written communication abilityWork well under pressure and through ambiguity with problem solving mindsetHighly attentive to detail and fact-finding as to ensure accuracy of reportingExtremely well organized and resourceful with the ability to multi-task and prioritizeIntermediate skill level in Microsoft Word, Excel, and OutlookAbility to work independently with minimal supervisionWillingness to work varying shifts including evening, weekends and statutory holidaysStrong display of sensitivity and discretion when handling confidential informationAbility to interpret customers issues to produce quick, effective resultsPossesses a positive, team player attitude

Preferred Qualifications:

Knowledge of Canadian geography and time zonesWorking knowledge of Oracle

Additional Information

Additional benefits to this rewarding position:

Full Benefits Coverage
6% RRSP/DPSP Matching ProgramProfessional Development OpportunitiesThorough Training and SupportExcellent Company Culture

Acelity Canada is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

Interested candidates are encouraged to include the job title in the subject line.