Bilingual Associate Analyst Customer Service

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

Responsibilities:

Customer Care Audit Operations

• Audit Customer Service Representatives and Sales Support transactions review account creation pricing application order entry/changes credits/returns and customer master updates for accuracy and adherence to company procedures in SAP and related tools.
• Evaluate Customer Interactions and examine email communications in ticketing system and shared mailboxes for clarity professionalism completeness and policy alignment.
• Identify and report issues by detecting discrepancies and non-compliance; documenting non-conformances with clear rationales and collaborating on corrective actions and coaching follow-ups.
• Support process improvement initiatives by contributing to recurring quality audits and preparing concise reports.
• Insights from Audits: Analyze trends (e.g. repeat defects turnaround times failure points) and recommend improvements that enhance accuracy and customer experience.
• Maintain documentation and keep review records audit logs and trackers up to date using specific tools.

Collaboration & Process Improvement

• Collaborate effectively with Customer Service auditors and other departments to foster a culture of excellence.
• Detect workflow inefficiencies recommend and implement improvements and ensure team processes align with overall departmental goals.
• Perform email and call quality audits to identify compliance issues and process inconsistencies providing examples of best practices to uphold high customer service standards.
• Generate and analyze multiple daily and weekly reports on team performance and key performance indicators while assisting with WFM.
• Maintain WFM trackers attendance logs and scheduling documentation to ensure accuracy and support operational visibility.
• Audit daily customer updates through our comprehensive return freight and restocking and other monitoring as required.
  

Compliance & Confidentiality

• Maintain adherence to company policies and procedures ensuring proper complaint management protocols
• Protect Customer Data by handling sensitive information in line with privacy and security requirements.
• Exercise discretion and sound judgment when handling sensitive employee or business information

Qualifications:

• Bachelors degree in Business Quality or a related field (or equivalent experience).
• Minimum 3 years of progressive experience reviewing data providing analysis and suggesting process gaps efficiencies.
• Fluent in both spoken and written French (Québec French) and English. This role requires clear communication in both languages verbally and in writing.
• Proficient with Microsoft Office (Word Excel PowerPoint SharePoint):
  • Ability to create and manage complex spreadsheets reports or presentations

• Exposure to SAP (or similar) is a strong asset
• Familiarity with CRM or ticketing platforms (e.g. Five9 Zendesk or similar) for managing customer interactions and workflows
• Comfort with emerging technologies (AI-driven chatbots automated ticketing or knowledge management tools) to streamline customer support processes
• Ability to quickly adapt to and learn new digital tools as they are introduced
• Excellent listening problem-solving and conflict resolution skills.
• Strong organizational skills including effective scheduling and managing workload volume.
• Fluent in French and English with the ability to clearly communicate complex information both verbally and in writing including necessary documentation.
• Skilled at managing multiple projects prioritizing tasks and performing well under pressure in a fast-paced environment.
• Proactive detail-oriented and collaborative with a focus on continuous improvement.
• Comfortable working independently or as part of a team leveraging strong interpersonal abilities.
• Analytical mindset with experience using multiple platforms such as SAP Five9/Zendesk email and Excel.
• Motivated to learn and develop expertise in quality assurance and customer service.
• Experience/coursework in quality assurance auditing or customer service preferred.
• Familiarity with department metrics (quality scores response times resolution rates) and the ability to analyze or act on those metrics

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.