Customer Experience Representative

Trudell Medical Limited; San Juan de Terranova; On-site; CAD 55,000 - 75,000; Full time

Job summary

Trudell Medical Limited is building a new Customer Experience team in St. John’s, Newfoundland. You’ll be the friendly, reliable voice for orders and enquiries, partnering with Technical Support and commercial leads to keep customers informed and revenue protected.

You will own orders from quote to invoice, ensure pricing accuracy, and manage multi-channel orders within agreed timelines. A detail-oriented, communicative professional with ERP/CRM experience fits this role.

Qualifications

• 3–5 years of experience in a customer-facing role with order tracking and enquiries.
• Hands-on experience with ERP and CRM systems and strong Microsoft suite skills.
• Good understanding of invoicing and order-to-cash processes.
• Ability to investigate and resolve moderately complex orders and issues.
• Excellent written and oral communication, professional under challenging circumstances.
• Detail-oriented with strong problem-solving and organizational skills.

Responsibilities

• Be the friendly voice for customers from first enquiry to final delivery.
• Own orders from quote to invoice and maintain accuracy across systems.
• Convert quotes to orders and manage multi-channel orders within timelines.
• Communicate delays or issues to customers and stakeholders proactively.
• Direct technical inquiries to the Technical Support team as needed.
• Identify recurring issues and suggest sustainable improvements.

Skills

Customer orders management

ERP experience

CRM experience

MS Office proficiency

Invoicing knowledge

Multilingual English/German/Italian

Tools

ERP systems

CRM systems

Microsoft Office

Job description

At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory care, including the AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® brand of nebulizers. Trudell Medical Limited is the Corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London, Ontario Canada.

Trudell Medical Limited is building a brand new Customer Experience team in St. John's, Newfoundland. Join the team and help build it, refine it, and watch it take off with one of Canada's Best Managed Companies.

• Must be available to work onsite at the St. John's, Newfoundland office 5 days per week.

About This Role

You’ll join our Customer Experience team as a friendly, reliable voice customers turn to for orders and enquiries.

You’ll report directly to the Manager, Customer Experience, and partner closely with Technical Support, commercial leads, and other internal teams to keep customers informed, orders moving, and revenue and margins protected.

HATS YOU WEAR

Customer Champion

You’re the knowledgeable, steady voice customers rely on from first enquiry to final delivery.

• Deliver professional, responsive Patient First/Customer First service to internal and external customers.
• Act as a reliable point of contact, providing clear, accurate and timely information throughout the order and enquiry lifecycle.
• Proactively communicate delays, shortages and other issues affecting customer orders to customers and relevant commercial and internal stakeholders
• Ensure technical enquiries are appropriately directed to the Technical Support team

Order Owner

You take orders from quote to invoice with accuracy customers and finance can count on.

• Convert approved quotes to sales orders, and manage multi-channel orders within agreed timelines.
• Keep pricing, billing, delivery, and customer information accurate across our ERP and related systems.
• Process amendments, RMAs, credits, reinvoices, and manual invoices, plus market-specific work such as syringe recalibration for the U.S.

Problem Solver

You own the tricky queries through to resolution, and know when to bring others in.

• Investigate and resolve routine and moderately complex order-to-invoice issues, including invoice disputes and pricing discrepancies.
• Support the resolution of invoice disputes and other order-to-invoice issues
• Identify recurring issues and work with relevant stakeholders to support sustainable resolution

Process Improver

You meet the standard every day, and help raise it for the team around you.

• Consistently meet service levels and compliance requirements, including completing advisory notice actions accurately and on time.
• Contribute to team measures like order accuracy, first-time resolution, query closure, and on-time delivery.
• Spot recurring issues, share trends with colleagues, and recommend improvements that make things better for customers and the team.

MUST HAVE

• 3–5 years of experience in a customer-facing role, including tracking and managing customer orders and enquiries.
• Hands‑on experience with ERP and CRM systems, and strong proficiency across the Microsoft suite.
• Good understanding of invoicing – order entry, accounts receivable, and basic accounting principles – and how it connects to the customer experience.
• Ability to investigate and resolve moderately complex customer, order, and operational issues, and to recognize when a matter needs to be escalated.
• Excellent written and verbal communication skills, including staying professional when managing dissatisfaction or challenging conversations.
• A detail‑oriented approach, backed by strong problem‑solving and organizational skills.
• An eye for recurring issues and opportunities to improve processes, customer experience, and operational efficiency.
• Experience working in a Patient First/Customer First environment.
• Native‑level proficiency in German, Italian, or English, as required by the markets you support.

NICE TO HAVE

• Previous experience in a healthcare or medtech environment.
• Experience supporting customers across international markets and time zones, particularly Germany and the United States.

Trudell Medical Limited has been named one of Canada’s Best Managed Companies each year since 2022. The award is a mark of excellence for privately‑owned Canadian companies.

Trudell Medical Limited is committed to providing fair and equitable compensation opportunities to all teammates. The range displayed on each job posting reflects the target for new hire salaries for the advertised position. Within the range, individual compensation is determined by job‑related skills and knowledge, relevant professional, lived experience, and/or work location. Our compensation policies and practices are designed to allow our colleagues’ growth and salary progression as they develop in their role. As a candidate, you are encouraged to ask compensation‑related questions and have an open dialogue with your recruiter, who can provide specific details for this role and share more information about our total rewards package.

As part of our recruitment process, we may use AI tools to screen applicants and assist in evaluating candidate qualifications. All final hiring decisions are made by our recruitment team.

We are an equal opportunity employer and 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.