Bilingual Reimbursement Specialist supporting coverage requests, case coordination, and reimbursement resolution. Cencora connects pharmaceutical manufacturers, providers, and patients to needed therapies.
About the role
- Bilingual technical consultant supporting Napoleon’s innovative grill customers and dealers remotely. Handling product inquiries, troubleshooting, warranty orders, CRM records, and quality feedback.
Responsibilities
- Respond to product information inquiries from consumers and dealers via phone, email, and other service channels
- Provide entry-level technical and troubleshooting support for grills
- Enter replacement parts and warranty orders in the CRM application
- Achieve contact, order, and CRM volume goals
- Enter Return Authorizations and Credit Memos
- Maintain an average of at least 80% on call/email quality evaluations
- Enter customer payments and credits
- Report revisions needed for replacement parts manuals and issues with the product website
- Share new or modified product information with the team
- Identify and track potential product quality issues and report them through Quality Audit
Requirements
- French and English required
- Minimum 2 years of work experience in Customer Service in the job details; qualifications section lists 1 year of Customer Service experience
- Prior contact centre or equivalent technical assistance experience preferred
- Entry-level knowledge of products and processes
- Basic understanding of troubleshooting gas and electrical situations
- Complete all Grill onboarding courses (NED)
- Personal Development courses in World Class Customer Experience would be an asset
- Microsoft Office beginner proficiency, including Excel, Word, and Outlook
- ERP experience; Dynamics 365 is an asset
- Strong communication skills
- Technical experience relevant to the product line
- Microsoft Outlook novice proficiency
- Internet skills novice proficiency
- High School diploma, College Diploma/Certificate, or University degree in a related field preferred
- Team player; works well as a member of a group
- Functional expertise in the subject matter
Benefits
- Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company
- Long Term Disability Protection
- Well-being support programs and virtual medical visits
- Employee & Family Assistance Program for mental health and well-being (EAP)
- Training Allowance and continuous learning opportunities and programs
- Leadership development and mentorship programs
- Clear pathways for advancement
- Appreciation events, raffles, and team building activities
- Napoleon Cares – A fund sponsored by Associates to help Associates in times of need
- Competitive total compensation package, inclusive of bonus opportunity
- Retirement savings plan with matching Company contributions (RRSP/DPSP)
- Exclusive Associate discounts on award-winning products
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