Hybrid Customer Service Representative at Medline Canada

Value Proposition

As a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Lives – this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.

Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:

• Collaborative work environment with highly engaged employees
• Market competitive compensation and benefits plan, including LTD & Insurance
• DPSP match program
• Annual Employee Appreciation Week
• Paid vacation and personal days
• Lifeworks® Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
• Career growth and training programs
• Open communication with Senior Leaders
• Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
• Employee referral program
• Education support programs
• Fitness subsidy
• Recognition programs
• Social activities
• And much more… 

JOB SUMMARY

A successful Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead this position requires exceptional communication skills, problem-solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently.

CORE JOB RESPONSIBILITIES 

• Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
• Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
• Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary
• Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company’s products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security
• Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
• Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms
• Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
• Department Collaboration: Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3E%3Cu%3E%3Cstrong%3EQUALIFICATIONS%26nbsp;%3C/strong%3E%3C/u%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cul style=%22margin-top: 0in;%22 type=%22disc%22%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EHigh School Diploma or equivalent %3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EMinimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EFluent in both verbal and written English%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EExceptional phone contact handling and active listening skills with a strong problem resolution background%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EStrong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EExcellent communication and presentation skills (verbal and written)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EAbility to work under pressure in an ever changing, fast-paced and dynamic medical environment%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22text-align: justify; background: white; color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EDemonstrates a highly developed sense of integrity and commitment to customer satisfaction%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22background: white; color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan style=%22background: white;%22%3EExcellent organizational and time management skills%3C/span%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22text-align: justify; background: white; color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3EAble to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment%3Cspan lang=%22EN-CA%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cspan lang=%22EN-CA%22%3EStrong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli class=%22MsoNormal%22 style=%22text-align: justify; background: white; color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3E%3Cspan lang=%22EN-CA%22%3EMust be available to work Monday to Sunday (rotational shifts) between the hours of:%3C/span%3E%3C/b%3E%3Cb%3E%3Co:p%3E%3C/o:p%3E%3C/b%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cul style=%22margin-top: 0in;%22 type=%22circle%22%3E%0A%3Cli class=%22MsoNormal%22 style=%22line-height: 115%; color: rgb(0, 0, 0);%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3E%3Cspan lang=%22EN-CA%22 style=%22line-height: 115%;%22%3E7:00 am %26ndash; 8:30 pm (EST)%3C/span%3E%3C/b%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3C/ul%3E%0A%3Cp class=%22MsoNormal%22 align=%22center%22 style=%22margin-left: .25in; text-align: center; mso-outline-level: 1;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3E%3Cspan lang=%22EN-CA%22%3EEnglish is required due to the scope of the role.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/b%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp class=%22Address%22 align=%22center%22 style=%22text-align: center; line-height: normal;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Cb%3EThis job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.%3Co:p%3E%3C/o:p%3E%3C/b%3E%3Ci style=%22mso-bidi-font-style: normal;%22%3E%3Cspan lang=%22EN-CA%22%3E%3Co:p%3E%26nbsp;%3C/o:p%3E%3C/span%3E%3C/i%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp class=%22MsoNormal%22 align=%22center%22 style=%22margin-left: .5in; text-align: center; tab-stops: 45.8pt;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E%3Ci style=%22mso-bidi-font-style: normal;%22%3E%3Cspan lang=%22EN-CA%22%3EMedline Canada, Corporation is proud to be an equal opportunity employer.%3C/span%3E%3C/i%3E%3C/span%3E%3C/span%3E%3Ci style=%22mso-bidi-font-style: normal;%22%3E%3Cspan lang=%22EN-CA%22 style=%22font-size: 11.0pt; font-family: %27Calibri%27,sans-serif;%22%3E%3Cspan style=%22mso-tab-count: 1;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: arial, helvetica, sans-serif;%22%3E %26nbsp;%26nbsp;%3C/span%3E%3C/span%3E%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp;%26nbsp; %3C/span%3E%3C/span%3E%3C/i%3E%3Ci style=%22mso-bidi-font-style: normal;%22%3E%3Cspan lang=%22EN-CA%22 style=%22font-size: 11.0pt; font-family: %27Calibri%27,sans-serif; mso-fareast-font-family: Calibri;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/i%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cbr%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3E%3Cstrong%3EAbout Medline Canada%3C/strong%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3EMedline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3E%3Cstrong%3EOur Commitment to Diversity and Inclusivity%3C/strong%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3EMedline Canada is committed to diversity and inclusivity and we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons/persons of colour and those who identify as women, persons with disabilities and LGBTQ+ persons.%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3E%3Cstrong%3EOur commitment to Accessibility%3C/strong%3E%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3EMedline Canada is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). We endeavor to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact [email protected].%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22color: #000000;%22%3E%3Cspan style=%22font-size: 14px;%22%3E%3Cspan style=%22font-family: Arial,Helvetica,sans-serif;%22%3EAll qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.%3C/span%3E%3C/span%3E%3C/span%3E%3C/p%3E
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