Customer Service Representative

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 Customer Service Representative to join our team on a temporary basis.

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.

This is a full time, temporary position based onsite in Mississauga, Ontario.

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 back up
• 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

Qualifications

• Two plus years of experience including customer service, administrative experience, and/or finance support
• Strong written and verbal communication skills required. Bilingual (English and French) preferred
• 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
• Strong PC skills in use of MS office, excel, power point, outlook are required