Work Flexibility: Hybrid
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 needs. In 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)
$54,100 - $72,100 CAD Annual
Travel Percentage: 0%