Supv Customer Service Div

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:

Team Leadership & Development

• Provide recognition support and coaching to team members enhancing strengths and improving performance through regular connects and monthly one on ones

• Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge customer service skills and problem-solving abilities

• Manage and create team schedules delegate tasks effectively and handle performance issues promptly

Customer Care Operations

• Supervise the daily operations of the Customer Care department ensuring SLAs and performance metrics are met (e.g. quality efficiency and Net Promoter Score)

• Handle escalated customer complaints or issues that agents cannot resolve

• Implement best practices to maintain high standards of customer service including call/email audits and communication monitoring

Collaboration & Process Improvement

• Work closely with other departments such as Sales Purchasing Logistics Warehousing to facilitate heightened customer inquiries and escalations when necessary

• Identify workflow inefficiencies propose/implement solutions and align team processes with departmental strategies

• Conduct call and email audits monitor communication channels and implement best practices to maintain a high standard of customer service

• Collect analyze and act on customer feedback to improve service processes and overall satisfaction

• A solid understanding of Net Promoter Scores (NPS) and the ability to leverage the results to drive meaningful improvements

• Analyze regular reports on team performance customer satisfaction and relevant KPIs for management review

Compliance & Confidentiality

• Maintain adherence to company policies and procedures ensuring proper complaint management protocols

• Exercise discretion and sound judgment when handling sensitive employee or business information

Qualifications:

• College diploma (or equivalent)

• Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment

• Previous experience in coaching training and motivating teams

• Bilingual in English & French an asset

• Proficient with Microsoft Office (Word Excel PowerPoint SharePoint):

• Ability to create and manage complex spreadsheets reports or presentations

• Experience with SAP (or other ERP systems) 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

• Exceptional listening problem-resolution and conflict management skills

• Strong organizational abilities including scheduling and volume management

• Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed

• Ability to handle multiple projects prioritize effectively and work under pressure in a fast-paced environment

• Strong interpersonal skills; able to work both independently and collaboratively Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST including managing tasks during essential weekend and holiday periods

• 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.