Customer Service Representative in Mississauga

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Job Title: Customer Service Representative

3M Health Care is now Solventum.

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best.

Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy.

Because at Solventum, we never stop solving for you.

Impact You’ll Make in this Role

Provide superior customer service by handling a variety of transactions, including inbound calls, customer order entry, and follow-ups. This role requires weekend work but no evening shifts, with flexible start and end times between 8 a.m. and 6 p.m.

• Answer incoming calls and gather information to fulfill customer orders, provide technical support, and address other requests.
• Support rental, sales, and owned business models by entering various order types received in written and electronic formats to fulfill orders.
• Communicate clearly and professionally by telephone and/or written correspondence.
• Resolve non-routine and challenging inquiries by adapting techniques and methods to address a variety of complex issues.
• Complete all necessary follow-up and administrative tasks.
• Monitor Customer Service emails and respond to offline requests when not on a call.
• Thoroughly investigate all customer complaints (e.g., backdating, missing shipments) and respond before escalating to management.
• Collaborate with internal customers and across a broad spectrum of stakeholders such as Sales, Marketing, Logistics, and Transportation.
• Support the Global Service Centre Team offline by providing process guidance for order entry.
• Improve customer satisfaction by identifying recurring problems or barriers and providing insights to help develop solutions.
• Educate and inform internal customers of various processes and direct them to appropriate resources.
• Contribute to and maintain a culture of quality service within the Customer Service Team.
• Participate in special projects as required.
• Work occasional weekends and holidays, with no evening shifts and flexible start and end times between 8 a.m. and 6 p.m. EST.

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor’s Degree from a credited institution OR College Diploma and minimum 2 years of experience in Customer Service OR High school/ GED and 5 years of experience in Customer Service
• Two (2) years experience with ERP systems and business applications such as Salesforce, Oracle, and Microsoft 365
• Fluent in English/French
• Strong reporting and analytical skills
• Strong order entry skills with exceptional attention to detail
• A strong commitment to delivering world-class customer support
• Strong multitasking and problem-solving skills, with the ability to perform under tight, fast-paced deadlines
• Proven problem-solving skills and the ability to communicate effectively, both verbally and in writing, internal and external
• Consistent adherence to work schedule commitments, the ability to work with minimal supervision, and the flexibility to support schedule adjustments based on call volumes and staffing changes

Work location: Hybrid, Mississauga, Ontario, Canada (You will be required to be at the office no less than once a week and as expected during trainings and meetings). Must be legally authorized to work in country of employment without sponsorship for employment visa status.

The expected compensation range for this position is $59,843 - $74,263 CAD, which reflects the anticipated base plus variable salary for this role. Actual compensation may vary based on factors such as a candidate’s experience, skills, training, and work location, in alignment with Canadian pay equity and pay transparency requirements. This role may also be eligible for additional compensation components (e.g., incentive programs) and a comprehensive suite of benefits available to employees in Canada. For more information on Solventum’s Total Rewards offerings, please visit: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Solventum Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.

A new healthcare company with a rich history. With more than 70 years of delivering healthcare innovations, we continue to move the industry forward by helping to solve our customers’ biggest challenges.

20,000+ employees worldwide. Solventum relies on the courage and the boundless insights of professionals worldwide to achieve exceptional results for our customers and those who rely on them. Healthcare that leads with heart and humility starts with listening and never finishes, only evolves.

Operations in 38 countries. Driven by our dedication to improved outcomes for all we serve, we break through by making unprecedented connections that impact lives. In more than 300 offices and facilities around the world, we work closely with customers and partners to create positive healthcare outcomes that transcend borders.

To realize our shared vision, we harness diverse talents and perspectives from every background to not only address our customers' most urgent priorities but anticipate the needs of the future

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