NATURE & SCOPE OF POSITION

The primary responsibility of Senior Customer Care Specialist is to ensure the smooth and efficient operation of all customer service requirements and related activities within the designated Region or Territory assigned. The Senior Customer Care Specialist will assist the Customer Care Supervisor in duties such as but not limited to: handling escalated customer issues and discrepancies, training, customer return requests, customer credit requests and priority shipment management.

GENERAL RESPONSIBILITIES

• Has a thorough understanding of all tasks related to the Customer Service Representative function including but not limited to: order entry and fulfillment, the return goods process, inventory hold management and allocation of inventory to customer orders, shipment discrepancies, EDI management, consignment program management and key account management.
• Assists the Customer Care Specialist (CCS) in resolving escalated customer inquiries and/or complaints in a timely, professional manner ensuring complete resolution or escalating to Customer Care Supervisor and/or appropriate Customer Operations Manager if necessary.
• Runs weekly open order reports for priority customers and ensures information is presented accurately and in a timely fashion.
• Supports Sales Managers within designated regions with regards to customer service functions.
• Acts as a liaison between the Customer Care department and other departments within the Company such as Regulatory, Logistics & Distribution, Supply Chain & Sales and Marketing with regards to escalated issues within the Customer Service department.
• Assists with any other duties as required.

KNOWLEDGE, EXPERIENCE & EDUCATION

• Post-Secondary Education within a general business area of study is an asset.
• Minimum 3 years’ experience in a Customer Service Role and 1 year experience in a Senior Customer Service Role.
• Previous medical device industry or hospital procurement experience is an asset but not required.
• Ability to use time efficiently: organize and prioritize tasks appropriately.
• Ability to work in a fast paced environment.
• Strong communication skills, both written and verbal.
• Strong problem solving & conflict resolution skills.
• Demonstrates patience and effective listening skills.

LANGUAGE SKILLS

• Proficient in written & verbal English is mandatory.

TECHNICAL SKILLS

• Strong computer skills specifically Microsoft Office, including Excel, Word and Outlook.
• Ability to gain an understanding of the company's systems including AS400 (Web based), EDI Portals and other computer systems/programs.
• Experience with Microsoft Dynamics ERP, EDI and E-Commerce is a definite asset.
• Proficiency in Microsoft Query and Microsoft Power Query is an asset.

WORK ENVIRONMENT, HEALTH & SAFETY

• Employee will comply with all Health and Safety requirements.
• Reports all unsafe activities, procedures, or conditions to a Supervisor, Manager, or Health and Safety Representative.
• Follows all company safety rules, policies, procedures, ISO requirements, and SOPs in their own work and in directing the work force.

PHYSICAL DEMANDS

• Sitting, standing and walking with 99% of working hours spent in an office environment.

Salary Range - $40K - $45K per year

Medical/Dental/Drug/Vision Benefit Plans available immediately!

Location: In-person at our Oakville office Working hours: 10:00 a.m. – 6:00 p.m.

• This position requires the successful completion of a background check, in accordance with applicable laws and company policy.