Bilingual Customer Service Representative (English / French)

Acute Care Technology

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.
 

We offer competitive salaries and a comprehensive benefits package.

This is a Hybrid role: 2 - Days in Office / 3 - Days Work from Home

Hours: 9am - 5:30pm

Join our team. It’s a great time to be a part of ZOLL!

Job Summary:
• Responsible for being 100% available to answer and respond to a high volume
of inbound phones calls through the ZOLL Customer Support toll-free number
• Processing orders by Phone and Email via the ORACLE Cloud database.
• Provide Customers with detailed, accurate information on status of purchase
orders, sales orders, returns, credits, and shipping.
• Ensure Customers’ needs are taken care of within the standards of
performance set by management.
• Interact with various departments regularly to achieve the best results for the
Customer.

Primary Functions:
• Total Order Management:
o Promptly answer inbound phone calls for customers.
o Process orders via phone and e-mail.
o Qualify and execute credit, invoice-only and return authorization
requests
• Provide accurate, professional and responsive customer support to customers
and all other personnel within the organization at all levels.
• Provide verbal and email order confirmations upon request by the customer.
• Perform other administrative tasks within the ZOLL Canada office as required.
• Support the coordination and compilation of RFP responses as required.
Competencies:
• 3-5+ years solid customer service background, preferably in a call center
and/or order processing environment.
• Previous experience with Oracle Cloud is desired.
• Previous experience with Sales Force applications is desired

• Professional and courteous telephone manners with a customer focus.
• Attention to detail, minimizing customer impacted errors.
• Ability to comprehend complex product configurations, handle multifunction
tasks and proven follow-up skills.
• Ability to effectively communicate (oral and written) in both English and
French.
• This position requires the ability to learn, retain, and apply complete
knowledge of ZOLL Corporate Policies and Procedures and company-wide
operation procedures (i.e. Sales Order Flow Procedures, Approval Process,
Shipping Procedures, and Warranty Procedures).
• Will be required to work extended hours as needed during fiscal month and
quarter end as defined by management.

Educational Requirements:
• Community College Diploma or equivalent

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

The annual salary for this position is:

$60,000.00 to $65,000.00

Factors which may affect starting salary include geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.