Bilingual Customer Support Representative - French​/English

Job Title

Bilingual Customer Support Representative – French/English

Oakville, Canada

Consumer

Canada

This role supports the Atos Medical business in Canada by delivering excellent customer service while managing inbound and outbound customer calls, order entry and processing, technical product support, issue resolution and general duties in accordance with business functions. The role also ensures efficient coordination of order flow, accurate customer records, and other general duties in adherence to company quality standards.

For candidates in the Greater Toronto Area, this is a hybrid role, which would include multiple in-office days per week. In-office days would be on a regular schedule each week.

• Customer Engagement & Sales
  • Develop and manage sales leads throughout the customer journey
  • Proactively contact all customers to introduce new products and identify new selling opportunities
  • Engage new customers through direct leads and cold calls, as well as from referrals generated through HCPs, web inquiries, the outside sales team, etc.
• Customer Experience & Operations
  • Respond to all inquiries (calls, emails, voicemails) promptly, delivering a high standard of service
  • Process customer orders accurately and in line with quality procedures/expectations
  • Maintain high first-call resolution and minimize voicemail reliance
  • Develop and implement Direct to Consumer (DtC) Marketing plans
  • Ensure timely turnaround (within one business day) for all requests and order entries
• Collaboration & Market Support
  • Partner with Territory Managers and Clinical teams on direct-to-customer (B2C) and/or business-to-business (B2B) activities
  • Support and execute consignment inventory where needed
  • Contribute to development and execution of customer or internal company initiatives
• Team & Process Excellence
  • Maintain accurate customer records and departmental documentation
  • Collaborate cross-functionally (e.g., Logistics, Accounting) to ensure smooth order fulfillment
  • Cross-train and support team members as needed
  • Take on additional responsibilities with a proactive, positive attitude
• Additional Duties
  • Deliver consistent, high-quality communication across all customer channels
  • Maintain strong product knowledge to provide accurate and helpful support
  • Ensure customer satisfaction through professionalism, responsiveness and follow-through
  • Conduct business in accordance with applicable laws, regulations and company policies
  • Other job duties as assigned

• High school diploma or GED
• 2+ years of sales experience in customer service, inside sales or healthcare support
• Exceptional customer focus with an ability to identify and meet customer needs without prompting
• Sales-oriented mindset with the ability to identify and act on selling opportunities
• Fluently bilingual in English and French
• Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
• Prior experience with CRM systems and order management tools
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Demonstrated learning agility in learning new products and systems
• Superior attention to detail

• Bachelor’s or Advanced degree
• Experience in medical devices, specifically in environments requiring reimbursement
• Prior experience with Salesforce (CRM)

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Information on health and wellness, financial security, work-life balance, professional development, recognition, community and culture, and compensation is provided where applicable.

Founded in 1986, Atos Medical is the global leader in laryngectomy care and a leading developer and manufacturer of tracheostomy products. We are committed to ethical and professional standards in all business practices.

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