Summary:

Under the direction of the Senior Director, Customer Experience & Product Lifecycle, the Customer Service Representative is responsible for managing Vita’s Customer Service phone and email channels, ensuring all enquiries, complaints, and concerns are handled promptly, accurately, and in accordance with company policies and procedures. This role plays a critical part in delivering high-quality customer experience while supporting order management, credit support, issue resolution, and cross-functional coordination.

Responsibilities:

Key Responsibilities for this position:

Customer Contact Management & Issue Resolution

• Respond to product enquiries, complaints, and adverse event reports

• Accurately document interactions and ensure proper routing and follow-up in accordance with company policies and procedures

• Maintain a professional, responsive, and solutions-oriented approach to customer interactions

Order Management & Reporting

• Enter, process, and track customer orders for assigned accounts

• Provide product availability and order status updates

• Compile and distribute customer shipment reports

Credit & Claim Support

• Investigate and process credit requests for assigned accounts

• Ensure accuracy and timely resolution of order discrepancies and claims

Team Support & Backup

• Provide backup support to the Customer Service Coordinator as required

• Collaborate with internal teams to ensure seamless service delivery

Customer Documentation Support

• Support Account Management by preparing and providing customer documentation

• Ensure documentation is accurate, complete, and delivered within required timelines

Additional Responsibilities

• Create return authorization numbers and document customer-reported quantities in accordance with company policies

• Perform additional Customer Service and Account Management duties as assigned

Support continuous improvement of customer service processes

Qualifications & Experience Required:

• 2–3 years of customer service experience, preferably in a manufacturing or distribution environment

Education, Certification, Licenses & Registrations:

• Minimum Grade 12 diploma required

• Post-secondary education in Business Administration or a related field is an asset

Skills

• Strong verbal and written communication skills

• Excellent organizational skills with strong attention to detail and follow-through

• Ability to manage multiple priorities in a fast-paced environment

• Proven ability to build effective working relationships with customers and internal teams

• Proficiency in Microsoft Office (Excel, Word, Outlook) and internet applications

• Experience with Electronic Data Interchange (EDI) is an asset

• Bilingual (French/English) is considered an asset

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer

• Frequent use of hands and fingers for typing, handling documents and operating office equipment

• Ability to lift and carry office supplies, files or small packages up to approximately 20 lbs (9kg)

• Occasional standing, walking, bending or reaching

• Visual acuity required for reading printed materials and viewing a computer screen

• Ability to communicate clearly in person, over the phone and in writing

• May be required to work extended hours during month-end, year-end, budgeting, or audit periods

At IVC Vita Health, we are dedicated to building a workplace that is diverse, equitable, and inclusive. We believe our greatest strength comes from embracing different perspectives, backgrounds, and experiences. Our goal is to create an environment where every individual feels respected, valued, and empowered to thrive.

We welcome applicants from all walks of life, including—but not limited to—women, Indigenous peoples, racialized individuals, persons with disabilities, and members of the LGBTQ+ community.

We are committed to fair and inclusive hiring practices and strive to foster a culture where all employees have the opportunity to reach their full potential. If you require accommodation during the recruitment process, please let us know, and we will do our best to support your needs.

Please note: This job description is intended to outline the general nature and key responsibilities of the role. It is not a comprehensive list of duties. Management reserves the right to assign or reassign responsibilities as needed to meet operational requirements.