Customer Experience Specialist (15-Month Contract)

CONMED; Mississauga; On-site; CAD 50,000 - 55,000; Full time

Job summary

CONMED Mississauga is seeking a Customer Service Ambassador on a 15-month contract to provide exceptional support to customers, healthcare providers and internal teams. You will manage orders, returns, inquiries and coordination across Sales, Operations and Quality.

Strong communication, accuracy and multitasking are essential as you handle RMAs, capital orders, backorders and onboarding of new accounts, while upholding company policies and regulatory requirements.

Qualifications

• 2-3 years’ experience in customer service.
• 2 years’ experience in an office environment.
• University degree or college diploma.
• Proficient in all MS Office Applications.
• Experience using ERP, CRM, and order management systems is an asset.
• Experience in medical devices/healthcare/pharmaceutical industry is an asset.

Responsibilities

• Process customer orders accurately and efficiently through the order management system.
• Respond to incoming phone calls, emails, and customer inquiries in a courteous and professional manner.
• Provide essential information to callers including backorder status, pricing, product cross-reference and local sales contacts.
• Coordinate and process large capital orders to ensure timely shipments ensuring the customer information is accurate and that the purchase order and other related documents meet company guidelines.
• Provide any backorder release dates and/or make recommendations for substitutions to prevent a backorder.
• Expedite all rush orders and communicate any backorders or shipment updates with the customer.
• Determine accuracy of customer account information and process requests for changes as determined necessary.
• Monitor current sales and marketing promotions and ensure that orders are processed according to established guidelines.
• Enforce company policy concerning distributors, discount pricing, national account compliance, and deliver order processing.
• Manage product returns in accordance with company policies and medical device regulatory requirements. Issue Return Merchandise Authorizations (RMAs) and coordinate return logistics. Process credits, replacements, and customer notifications in a timely manner.
• Coordinate the onboarding process for new customer accounts, ensuring all required documentation is completed accurately and in a timely manner.
• Participate in on-going product training and any process improvement initiatives to enhance customer experience and operational efficiency.
• Perform other duties and special projects as assigned.

Skills

Customer service

MS Office

ERP systems

CRM systems

Attention to detail

Communication skills

Time management

Education

University degree or college diploma

Tools

ERP system experience

CRM system experience

Job description

CONMED Mississauga is seeking a Customer Service Ambassador on a 15-month contract to provide exceptional support to customers, healthcare providers and internal teams. You will manage orders, returns, inquiries and coordination across Sales, Operations and Quality.

Strong communication, accuracy and multitasking are essential as you handle RMAs, capital orders, backorders and onboarding of new accounts, while upholding company policies and regulatory requirements.