POSITION TITLE                                 

Customer Service Representative (Bilingual - English/French) - B2B

                                                                                     

REPORTS TO:                                     

Customer Service Manager

PRIMARY FUNCTION:                         

To provide customer service to hearing clinic accounts.  Responsible

for handling customer, sales and service issues in a timely and responsive manner.  Processing customer orders, researching deliveries, providing product information, and resolving billing issues.

OBJECTIVES OR GOALS:                     

To work in tandem with field sales personnel and interact with other customer service members to provide a high level of customer service support to customers and patients.

AREAS OF RESPONSIBILITY:     

Manage the day-to-day business with HCPs in a single point of contact environment.Maintains knowledge of GN customer expectations. Understands the importance of addressing customer requests and resolving any complaints in a timely fashion.Is knowledgeable about order process and fulfills it to completion. Identifies and communicates any customer opportunitiesCollaborates with Field Sales personnel, Product Management and Customer Service Manager to deliver the expectations of customers and that of GN .Provide telemarketing support, to reinforce current promotions, assist with the communication of new product information, and other related projects.Handle customer telephone calls, emails and faxes.Provide timely, verbal and written communication to HCPs regarding the status of orders, repairs, remakes, and other inquiries.Verifies information such as warranty status, warranty changes and Loss Stolen & Damage applications

EDUCATION:                                      

College Education.

EXPERIENCE:                                     

2-3 years customer service experience and business to business experience.

Strong English and French speaking, reading, writing    

KNOWLEDGE SPECIFICATIONS:          

Demonstrates a high attention to detail, ensuring the accuracy of work completed.Exercises good judgment in making decisions, considering all the available sources of information and alternatives.  Expresses clear and rational reasons for taking a decision.Focusing and guiding others in accomplishing work objectives.Delegates tasks to individuals appropriate to their knowledge, skills, and experience.Provides clear instructions and directions to others.Maintains high quality standards in the output produced and encourages other to meet similar standards.  Consistently evaluates work to achieve excellent results.Must understand department structure and point of contact.Proposes new and original ideas, approaches and solutions to problems.Must conform to and understand proper safety regulations regarding processes within the line.Effective communication skills, both verbal and written, as well as basic computer skills (Microsoft Applications and Navision).

WORKING ENVIRONMENT:                 

GN Hearing Care Corporate Office.

This job description is intended to be a general guideline for applicants, employees and managers.  It is not to be construed as an exhaustive list of all duties, expectations or qualifications.  This description does not create a contract or guarantee of employment.  Management reserves the right to modify job responsibilities, expectations and qualifications.