Customer Experience Representative

Do you possess excellent bilingual communication skills and are able to foster strong customer relationships?

Do you have an interest in the Healthcare industry and have a passion for helping people?

Do you consider yourself to be very organized, detail oriented, and creative to think outside the box to resolve issues?

We at Trudell Healthcare Solutions (THS) are looking for an individual who is driven and shares our passion for customer excellence to contribute to the care patients receive while at the hospital, ultimately helping to improve their quality of life. If you have an interest in customer care and have responded yes to the above questions, THS currently has an exciting opportunity for you as a Customer Experience Representative!

The Position:

Provides high quality bilingual customer service as well as maintain strong professional relationships while supporting our customer’s, Sales Team, and internal departments. This position is responsible for handling orders, investigating, and resolving customer inquiries in a knowledgeable, professional, and personal manner. The Customer Experience Representative contributes to the service levels of our Montreal branch as well as the profitability of Trudell Healthcare Solutions Inc. by providing insights into customer order exceptions and working to eliminate obstacles to order fulfilment.

What We Offer:

In addition to fair and equitable compensation and the excitement of working for a growing and reputable company, we offer:

• Challenging careers that provide the opportunity to learn constantly
• Clear, consistent, and demonstrated values
• Encouraged Professional Development
• Employee Recognition for Milestone Anniversaries
• Regular Performance Appraisals
• Regular Salary Reviews
• Paid Sick Days
• 3 weeks paid vacation to start
• Comprehensive Group Family Benefits including:
• Health and Dental Benefits
• Pension Plan
• Life Insurance
• Employee Assistance Plan
• Disability Insurance
• Out of Country Insurance Coverage

Key Responsibilities:

Customer Support:

Ensures customer satisfaction is maintained while responding proactively to orders or concerns. This is done by:

• Responding to customer phone calls and emails in a timely manner
• Ensuring customer orders are accurately entered into the company’s ERP system
• Ensuring constant follow up with customers on queries until a resolution is found.
• Participate in daily and weekly connects with the Customer Experience Team from across Canada as required.
• Participate in cross departmental meetings to remain abreast of internal projects and order updates.
• Maintain an up to date back-order report.

Communication:

• Ensure clear and concise communication with internal customers within the organization as well as with external customers.
• Ensure communication is effective and appropriate personnel are advised of delays, outstanding needs, or conflicts as required.
• Facilitate resolution of customer concerns ensuring quality of product and service is maintained.

Administration:

• Ensure quotes offered are distributed in a timely manner with the appropriate approval and acceptance by THS.
• Ensure communication is effective and informative regarding issues which may affect the quality of service or products.
• Ensure cooperation with special projects as required.

Skills & Qualifications:

Education and Experience:

• College diploma in Business or equivalent.
• Minimum one (1) to three (3) years of experience in Customer Service environment.
• Data entry experience required.

Specialized Skill or Knowledge:

• Strong organizational skills to be able to handle various customer needs and conduct follow-ups in a timely manner.
• Detail oriented.
• Strong interpersonal skills.
• Familiarity with a data entry system and demonstrated ability to quickly navigate and accurately update.
• Intermediate proficiency in Microsoft Office 365 applications, specifically Excel
• Experience with an inventory Management system.

Essential Duties:

• Bilingual in French and English both written and oral.

Working Conditions:

• Office /Remote setting
• Frequent interruptions
• Occasional Travel
• Compensation based on a regular work week of thirty-seven and one half (37.5) working hours, with additional working hours as required to meet ongoing business demands and to fulfill job responsibilities.
• Overtime Eligible

Since 1922, Trudell Healthcare Solutions Inc., a member of the Trudell Medical Group, has been a stable and financially sound Canadian-based employer, headquartered in London, Ontario. For over 100 years, we have enjoyed the reputation of being successful and trustworthy in the eyes of our customers, our suppliers and our staff. We are passionate about selling, servicing and distributing technologically advanced Critical Care and Respiratory products and state-of-the-art Operating Room products to hospitals across Canada.

If you feel you meet the qualifications for this role, please submit your resume with the subject line “Customer Experience Representative Montreal – THS” to Human Resources hr@trudellhs.com.

We thank all applicants for their interest in joining our team. Only those to be interviewed will be contacted. For more information, visit us at www.trudellhs.com. Trudell Healthcare Solutions Inc. is an equal opportunity employer it is important to our Company that all its employees, including those with disabilities, find our workplace to be welcoming and supportive. If you are a candidate with a disability who requires accommodations during the recruitment process, please let us know.