VALUE PROPOSITION

As a leading partner in healthcare, Medline Canada’s sole purpose is Together Improving Lives – 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 SUMMARY

A successful Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead this position requires exceptional communication skills, problem-solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently.

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)
• Must be available to work Monday to Sunday (rotational shifts) between the hours of:
• 7:00 am – 8:30 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 company’s 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 Medline’s 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

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.