**Job Title: Bilingual Customer Service Representative**

**Location:** Canada (Hybrid)

**Purpose and Scope:**
Supports FME Canada’s mission, vision, core values, and customer service philosophy. Adheres to the FME Canada Compliance Program, including all regulatory and company policy requirements.

**Duties and Activities:**

**Customer Service:**
- Drive FME Canada culture through values and customer service standards.
- Provide outstanding customer service to all external and internal customers.
- Develop and maintain effective relationships through timely communication.
- Take initiative and action to respond, resolve, and follow up on customer service issues promptly.

**Primary Duties:**
- Serve as the primary telephone contact for Hospitals and Clinics.
- Input product orders from Hospitals and Clinics into the computer system and ensure timely deliveries.
- Handle invoice inquiries and provide proof of delivery when required.
- Ensure quick fulfillment of customer back orders.
- Report any issues to the National Customer Service Manager for resolution.
- Perform home care and customer care duties as necessary.
- Process returns for hospitals and review open returns with QA monthly.
- Monitor dialysis supply utilization for home patients and handle returns and credits.
- Address requests for travelling patients when necessary.
- Carry cell phone and laptop after hours for on-call duties (rotation among team members).
- Perform other related duties as assigned.

**Physical Demands and Working Conditions:**
- Repetitive data entry in a hybrid setting, primarily working at a desk with a computer and headset.
- Flexibility to work different shifts may be required.

**Education and Required Skills:**
- Minimum high school diploma; College/University Degree preferred.
- Minimum 3 years of customer service experience required; healthcare industry experience preferred.
- Exceptional oral and written communication skills.
- Proficient with Microsoft Office.
- Self-motivated and capable of working independently.
- Ability to multitask and work collaboratively with various departments.
- Fluent in English (reading and writing); bilingual French required (reading and writing).

**Relationships:**
- Internal Contacts: Territory Managers, Product Managers, Technicians, Warehouse Staff, FME Canada Employees.
- External Contacts: Home Patients, Hospital purchasing departments, Biomedical technicians, Customer base.

**Supervision:**
N/A

The duties listed in this job description are intended as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.