Job Description

- Senior Customer Service Representative

Are you customer focused as well as tech-savvy? Do you enjoy technology and customer service? Are you a ninja when it comes to attention to detail? Are your organizational skills off the chart? Are you an exceptional problem solver? Do you have an excellent sense of humor? Ortoped ULC wants you to join our team as a Senior Customer Service Specialist.


The Ortoped Customer Service Team is on the front lines of ensuring that every Ortoped customer is a happy and satisfied customer. We have an amazing team dedicated to Customer Service. You will be part of the front-line that our customers reach out to for orders, general customer inquiries, product questions and much more. Interactions with customers are done by phone or electronically.


As the company distributes products from over 100 suppliers, you must have an interest and an ability to learn about the products that we distribute and have experience assisting customers with more complex and technical products. Finally, the candidate must be fluent (spoken and written) in both English and French.


OrtoPed offers a competitive remuneration package (Base salary, bonus and complete group insurance package).

We are looking for someone to join our remote phone team as a Bilingual Senior Customer Service Representative. Must be available - 9:00am-6:00pm

ET Monday-Friday.

Key Duties and responsibilities include, but are not limited to;

Assist customers byphone, web order, chat and/or email. Enter orders manually into ERP system and process EDI orders. Respond to customer requests and inquires via web, chat. e-mail & phone. Input customer requests for return authorizations. Utilize resources to obtain product specification information, be a seeker of information. Order follow-up and tracking late or lost shipments. Order and back order status updates. Enter custom fab and drop ship purchase orders in accordance with department procedures and company policies Manage all escalated orders and requests. Assist team members with problem resolution.

Qualifications:

Fluency in French and English (spoken and written) is a must


The ideal candidate will have experience working in telephone customer service and online order logistics, assisting customers with order placement, returns, and problem resolution. The ideal candidate will also having extensive experience imputing orders/quotes and notes in an ERP system.


If you have amazing computer, organizational and writing skills, are super detail oriented and extremely thorough, then this is the job for you! A long history of winning awards for being a super employee is a definite bonus.

Must be motivated, able to follow processes. Strong written and verbal communication is key. Ability to learn and be problem solution oriented. Have great customer service skills and a teachable attitude as well as team oriented. Experience in orthotics and prosthetics is a plus, but not required. Must be a team player Fluency in French and English (spoken and written) is a must Must be able to manage escalated issues.

If you can bring additional skills to the table, even better! Let us know how you can make a difference to the Ortoped Team!