Bilingual Customer Service Representative Ontario

Position: Bilingual Customer Service Representative (12-month fixed-term contract) | Ontario
This job is with Johnson & Johnson, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and Med Tech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn

more at

Job Function:
Customer Management

Job Sub     Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Markham, Ontario, Canada

Job Description:

About Vision
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs - from the pediatric to aging eye - in a patient's lifetime.
Your unique talents will help patients on their journey to wellness. Learn more at
We are searching for the best talent for a Bilingual Customer Service Representative to join our J&J Vision team.  This position is a 12-month fixed-term contract position based in Markham, Ontario, Canada.

Purpose:

The Bilingual Customer Service Representative acts as a pivotal, meaningful link between customers and J&J. In a collaborative team setting, the CSR manages all order fulfillment activities, answers incoming calls, investigates claims and issues, and processes returns. They partner with customers and sales colleagues to ensure transactions are completed promptly and in line with policies, while proactively communicating important information. The CSR provides support by analyzing, processing, and responding to inquiries from both customers and the sales team.

This role handles orders and inquiries as needed whether by phone, fax, or email and oversees both inbound and outbound calls.
You will be responsible for:
Data entry, returns processing and other tasks related to departmental operating systems.
Processing all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
Resolving all customer queries on product quality, availability, substitutions, inventory, order status, pricing, billing, invoices, and carrier concerns; update training records and coordinate work schedules to ensure timely shipping and invoicing.
Advising customers on product availability and inventory status; assisting the sales team with account inquiries and issues involving product quality, carrier concerns, availability, pricing, and billing.
Responding to customer complaints immediately; escalate as needed; maintain customer account information and ensure efficient billing and related paperwork.
Interacting with internal and external customers; responding to requests, explaining procedures, promoting positive relationships, and representing company interests.
Providing outstanding customer support by analyzing, processing, and responding to needs of customers and the sales team.
Promoting products through effective sales support and ongoing customer relationships.
Maintaining customer account information and related billing paperwork to ensure efficient billing.
Providing recommendations and alternatives to improve organizational processes.
Handle progressively challenging tasks for personal development.
Assisting with team initiatives as required.

Qualifications:…