Bilingual Customer Service Representative - #451357

Overview

Spacelabs Healthcare Canada Inc. is a leading supplier of Patient Monitoring and Cardiology products to the Canadian Hospital and Physician Office communities. Spacelabs Healthcare Canada is a subsidiary of our Seattle based parent organization.

The Canadian head office, national logistics warehouse and service bench are in Mississauga Ontario where our back-office team of Customer Service, Finance, Management, and Logistics staff support our field staff and our customers.

We are looking for a fluently bilingual (English/French) Customer Service Representative to join our team.

The candidate must be enthusiastic, a strong communicator and someone who is attracted to the diversity of work and the family feel that working in a smaller office environment affords. This position is part of our integrated six employee Customer Support, Finance and Logistics team.

Customer service staff have core duties and general duties but staff are cross trained on most team functions. Customer service staff work very closely with the finance team in support of an accurate quote to order to invoice and collections process and all functions that ensure accurate and efficient financial close processes each month.

The customer support team reports to our Finance and Operations manager and has dotted line reporting responsibilities to the General Manager on sales and marketing support and customer facing duties.

Responsibilities

• Interacting with our Sales, Service and Clinical Education staff supporting their needs in support customer activity.
• Interacting with our management team of Finance and Operations Manager and Customer Care Manager and General Manager.
• Handling daily customer calls including orders, pricing requests and information clarification.
• Taking and reviewing customer orders of all types via phone, fax or email and ensuring accuracy of these using our order processing check list before placing intercompany or local warehouse requests for fulfillment.
• Working with all customer order and intercompany order and invoicing aspects of our IT system called MFG PRO in support of the customer PO to intercompany PO to shipping and invoicing of capital and non-capital orders.
• Interacting with our US parent in capital order placement and fulfillment processes as backup.
• Interacting with 3rd party suppliers in order placement to support order fulfillment.
• Develop expertise in working with all related modules of MFG PRO such as contracts management, item master and report queries.
• Completion of quotations that are generated by sales staff using our big machines (BMI) quotation application as backup.
• Sales support duties may also include marketing material, quote and RFP proposal support, tradeshow support, contract management support.
• Service staff support duties include managing of service calls and workorder orders and service requests and contract maintenance and billing for service support and participation in complaint handling and recall processes.
• Finance staff support and interaction includes ensuring an accurate quote to PO to invoice process and participation in collections activity.
• Manage all forms of returns and customer and staff activity and goods movement governed by our Return Authorization processes.
• Interaction with Logistics staff in order placement to our local warehouse, issues of order accuracy, and stock challenges.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.
  
  

Qualifications

• Mississauga based full time in office position.
• Strong written and verbal communication skills and fluently bilingual (English and French).
• Strong interpersonal skills, analytic and conflict resolution skills are assets.
• Experience and Interest in working in smaller office environment with diverse duties.
• Experience with MFG PRO is an asset or demonstrated business system skills and experience at adapting to new business systems (such as SAP or Oracle) is an asset.
• Previous experience in a medical device company is an asset.
• Experience working for a US parent company is an asset.
• Post-secondary education and /or equivalent job experience including a minimum of two years’ experience including customer service, contract management and finance support.
• Strong PC skills in use of MS office, excel, power point, outlook are required.
  
  

NOTICE TO THIRD PARTY AGENCIES OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.

OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.