Customer Service Agent

Mohawk Medbuy Corporation; Toronto; Hybrid; CAD 51,000 - 60,000; Full time

Job summary

Mohawk Medbuy Corporation seeks a Sourcing Service Desk Agent to act as the first point of contact for sourcing-related inquiries and to deliver high-quality support to Members and Vendors. You will triage requests, route complex issues to appropriate teams, and strive to meet SLA targets with clear, empathetic communication.

The role emphasizes customer focus, professional documentation, and continuous improvement of service workflows in a healthcare procurement environment.

Qualifications

• 1-3 years’ experience in a help desk, customer support, or operations role.
• Familiarity with ServiceNow or similar ticketing platforms (e.g., JIRA, Zendesk).
• Ability to triage and resolve issues in a structured, process-driven environment.
• Strong communication skills and customer-focused approach.
• High attention to detail and ability to multitask.

Responsibilities

• Serve as primary point of contact for sourcing-related inquiries submitted via Service Desk platform, ensuring a positive and supportive customer experience from the outset.
• Review, triage requests with understanding of stakeholder needs, urgency and impact.
• Resolve routine inquiries at first point of contact when possible, reducing effort for Members and Vendors.

Skills

MS Office

ERP data entry

Google Workspace

Microsoft Teams

Database concepts

SharePoint

Tools

ServiceNow

JIRA

Zendesk

SharePoint

Job description

Internal Job Title: Sourcing Service Desk Agent

We are currently recruiting for Sourcing Service Desk Agents to support our Strategic Sourcing team.

Position Overview

The Sourcing Service Desk Agent plays a critical, customer-facing role in delivering high-quality support experience to our external stakeholders. Acting as the first point of contact for sourcing-related inquiries, this role manages requests through the Sourcing Service Desk platform with a strong focus on responsiveness, clarity, and stakeholder satisfaction. The agent ensures every interaction reflects a customer-first mindset, providing timely resolutions, thoughtful communication and a seamless service experience aligned with established SLAs.

The agent will handle common inquiries directly and ensure more complex issues are efficiently routed to the appropriate sourcing or category teams, always maintaining a high standard of professionalism and a commitment to Member and Vendor satisfaction.

Key Responsibilities

Customer-Focused Request Intake & Triage

• Serve as the primary point of contact for sourcing-related inquiries submitted via Service Desk platform, ensuring a positive and supportive customer experience from the outset.
• Receive, review, and triage requests with a focus on understanding stakeholder needs, urgency and impact.
• Resolve routine inquiries at first point of contact whenever possible, minimizing effort for Members and Vendors and improving overall service efficiency.

Responsive Issue Resolution & Routing

• Provide clear guidance, support, and troubleshooting to Members, ensuring they feel informed and supported throughout the process.
• Demonstrate ownership of requests by ensuring non-standard, complex or escalated inquiries are routed quickly and accurately to the appropriate teams.
• Ensure all information captured in Service Desk platform is complete and reflects the customer’s needs accurately to enable seamless resolution.

Service Excellence & SLA Management

• Actively manage personal and team queues to meet or exceed established SLA targets, with a strong focus on responsiveness and reliability.
• Proactively follow up on open requests, keeping stakeholders informed and preventing delays.
• Maintain detailed, high-quality documentation to ensure transparency and continuity of service.

Proactive Communication & Stakeholder Support

• Deliver clear, professional and empathetic communication at every stage of the request lifecycle.
• Provide consistent status updates and set appropriate expectations to build trust and confidence with stakeholders.
• Champion a customer centric mindset by anticipating needs, addressing concern and ensuring a positive end-to-end experience for Members and Vendors.

Continuous Improvement & Customer Experience Enhancement

• Identify recurring issues or service gaps that impact the customer experience and recommend improvements.
• Contribute to enhancing workflows, training materials, and knowledge base content to better support user needs.
• Participate in feedback sessions and Service Desk optimization efforts to continuously improve service delivery and stakeholder satisfaction.

Qualifications and Skills

• Demonstrated knowledge in all facets of MS Office and electronic communication
• Experience using ERP for data entry and management.
• Ability to navigate and manage cloud-based collaboration tools such as Google Workspace and Microsoft Teams.
• Understanding of basic database concepts and experience with data import/export processes.
• Experience with document management systems (e.g., SharePoint).

Education, Training, and Experience

Mandatory

• 1-3 years’ experience in a help desk, customer support, or operations role.
• Familiarity with ServiceNow or similar ticketing platforms (e.g., JIRA, Zendesk).
• Ability to triage and resolve issues in a structured, process-driven environment.
• Strong communication skills and customer-focused approach.
• High attention to detail and ability to multitask.

Preferred

• Experience in Sourcing, Procurement, or Supply Chain environments.
• Knowledge of supplier management, purchasing workflows, or category support.
• Experience working in SLAs-driven or shared service environments
• Experience with CRM systems or ERP platforms.
• Familiarity document management systems (e.g., SharePoint, AdobeSign)

Travel

• Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

MMC is a Healthcare of Ontario Pension Plan (HOOPP) employer offering a comprehensive benefits package and flexible remote work options. The targeted hiring range of this role is $51,353 - $60,187 dependent on experience. This job posting is for new vacancies.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).

About Us

Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital logistics, warehousing, technology, procure-to-pay and accounts payable.

With an emerging focus on sustainability and reconciliation with Indigenous Peoples, MMC is actively supporting the creation of a resilient value chain that incorporates environmental, social and governance best practices. Based in Burlington, ON, the organization also has offices in Toronto, Oakville, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. Learn more: www.mohawkmedbuy.ca.