Customer Service Representative

Value Proposition

As a leading partner in healthcare Medline Canadas sole purpose is Together Improving Care this means being deeply committed to the health and well-being of our customers employees partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians coast-to-coast.

Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission we offer one of the most competitive and engaging employee experience programs in Canada which includes:

• Collaborative work environment with highly engaged employees

• Market competitive compensation and benefits plan including LTD & Insurance

• DPSP match program

• Annual Employee Appreciation Week

• Paid vacation and personal days

• Lifeworks Employee Assistance Program (EAP) Resources supporting mental physical family and financial well-being

• Career growth and training programs

• Open communication with Senior Leaders

• Tailored incentives for eligible employee groups such as home office reimbursement and Sylvan Learning Centre credit

• Employee referral program

• Education support programs

• Fitness subsidy

• Recognition programs

• Social activities

• And much more

Job Description Summary

Job Description

Schedule:

Training period:Monday to Friday 8:30 AM to 5:00 PM (EST)

Regular shift after training:Monday to Friday 10:00 AM to 6:30 PM (EST)

CORE JOB RESPONSIBILITIES

• Customer Interaction: Engage with customers through various channels (phone email chat or in person) in a friendly empathetic and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
• Team Collaboration: Collaborate effectively with colleagues sharing knowledge and insights to provide consistent and exceptional customer service
• Issue Resolution: Resolve customer inquiries concerns or complaints effectively striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary
• Product Knowledge/Adherence to Policies: Maintain a deep understanding of the companys products services policies and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies including privacy and data security
• Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
• Documentation: Accurately document customer interactions including issues and resolutions according to Medlines database and contact center platforms
• Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
• Department Collaboration: Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders product flow shipping issues and/or other inquiries

QUALIFICATIONS

• High School Diploma or equivalent
• Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset
• Fluent in both verbal and written English
• Exceptional phone contact handling and active listening skills with a strong problem resolution background
• Strong organizational skills with the ability to multi-task prioritize and effectively manage priorities while working effectively in a team environment and/or independently
• Excellent communication and presentation skills (verbal and written)
• Ability to work under pressure in an ever changing fast-paced and dynamic medical environment
• Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
• Excellent organizational and time management skills
• Able to be self-motivated and directed to effectively prioritize and execute task in a high-pressure environment
• Strong proficiency is a MUST with Microsoft Word and other Office applications including CRM systems and practices (experience in SAP a strong asset)

The anticipated salary range for this position:

This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

Medline Canada Corporation is proud to be an equal opportunity employer.

About Medline Canada

Medline Canada stands at the forefront of healthcare providing expertise and a breadth of solutions for every care setting. With 550 employees including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast Medline Canada is proud to serve the entire continuum of care.

Our Commitment to Diversity and Inclusivity

Medline Canada is committed to diversity and inclusivity and we encourage applications from members of groups that have been historically disadvantaged and marginalized including First Nations Metis and Inuit peoples Indigenous peoples of North America racialized persons/persons of colour and those who identify as women persons with disabilities and LGBTQ persons.

Our commitment to Accessibility

Medline Canada is committed to the principles of the accessibility in Canada. We endeavor to make our recruitment assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process please contact

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.