Customer Service Agent

Schedule: Monday Friday 9:30 AM 6:00 PM EST

Work Flexibility: Hybrid (2 days in office at 2 Medicorum Place Waterdown ON)

Summary:

The Customer Service Agent maintains strong customer relationships by serving as a key point of contact before and after the sale supporting both service and product-related this role you will partner cross-functionally with sales operations and service teams to resolve customer inquiries coordinate scheduling and logistics and ensure a high level of customer satisfaction. This role also supports business growth by identifying service opportunities managing equipment-related concerns and helping drive operational efficiency.

What You Will Do:

• Provide professional responsive customer support via phone email and CRM workflows regarding product information pricing availability shipping returns credits and general inquiries
• Process and manage customer orders accurately including direct sales and consignment orders received through phone email and EDI systems
• Maintain accurate customer records sales contracts and documentation within CRM and ERP systems
• Research and resolve routine and complex order invoice shipping and warranty-related discrepancies using critical thinking and resourcefulness
• Proactively monitor open orders coordinate with internal departments and communicate updates on order status delivery timelines product availability and backorders
• Collaborate cross-functionally with Sales Finance Distribution Marketing Purchasing Inventory Control and Technical Service teams to ensure seamless customer support
• Track customer feedback identify root cause trends support continuous improvement initiatives and monitor performance against Customer Service KPIs
• Support administrative functions including reporting reception coverage participation in team meetings and additional projects or duties as assigned

What You Need:

Required:

• Post-Secondary Education
• Two years experience working in a call center/customer service environment

Preferred:

• Experience in the medical field
• Bilingualism (Fluent in both French and English to include writing and speaking)

$54100 - $72100 CAD Annual