Value Proposition As a leading partner in healthcare, Medline Canada's sole purpose is to make healthcare run better – 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 RRSP with a company match Annual Employee Appreciation Week Paid vacation and personal days 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 Employee referral program Education support programs Fitness subsidy Recognition programs Social activities And much more… Job Description Summary A successful Bilingual 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. Schedule: Training period: Monday to Friday, 8:30 AM to 5:00 PM (EST) Regular shift after training: Monday to Friday, 10:00 AM to 6:30 PM (EST) Job Description 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 QUALIFICATIONS High School Diploma or equivalent Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset Due to the scope of responsibilities and/or the organizational structure, this position requires advanced language skills in both French and English (Bilingual). 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) The anticipated salary range for this position: $50,600.00 - $76,000.00 Annual 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 HRCanada@medline.com. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Through our culture of belonging, our agile and resilient global team is determined to get our customers exactly what they need, at the right time, every time. If you’re a self-starter, eager to grow your career within a high-performing environment, this is the place for you. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Medline is the largest provider of medical-surgical products and supply chain solutions serving all points of care. Through its broad product portfolio, resilient supply chain and leading clinical solutions, Medline helps healthcare providers improve their clinical, financial and operational outcomes. Headquartered in Northfield, Illinois, the company employs more than 43,000 people worldwide and operates in more than 100 countries and territories. To learn more about how Medline makes healthcare run better, visit www.medline.com.