Customer Service Representative

Accountabilities: Manage customer orders throughout the full lifecycle, from order entry through fulfillment and delivery. Handle customer inquiries and requests related to order status, product information, complaints, pricing, shipping, inventory, and related issues. Communicate clearly and professionally with external customers and internal stakeholders through telephone, email, and other written correspondence. Manage worklists and raise internal tickets to coordinate resolution of order-management, shipping and tracking, product-information, pricing, and invoicing issues. Investigate and resolve discrepancies involving material information, customer records, and master data while maintaining a high level of data accuracy. Apply structured problem-solving techniques to diagnose customer and operational issues and determine appropriate solutions. Handle non-routine and complex inquiries by adapting approaches and applying sound judgment to develop effective resolutions. Collaborate with cross-functional teams to address customer concerns, resolve operational issues, and maintain smooth order processing. Identify opportunities to improve customer service processes, workflows, tools, and supporting systems. Contribute to the development and implementation of practical solutions that improve efficiency, service quality, and the customer experience. Support cross-functional projects and initiatives as required, coordinating activities and communicating progress with relevant stakeholders. Requirements Bachelor's degree or higher from an accredited institution plus at least 2 years of customer service experience; alternatively, a high school diploma plus at least 6 years of customer service experience. Bilingual proficiency in French and English . Previous customer service experience within the healthcare sector. Experience working with ERP systems is required. Strong customer service, communication, listening, and interpersonal skills. Ability to communicate complex information clearly and professionally with both customers and internal teams. Strong problem-solving and conflict-resolution skills, with the ability to take initiative and address issues proactively. Ability to manage multiple requests, priorities, and workstreams while maintaining accuracy and attention to detail. Comfortable working independently in a remote environment while collaborating effectively with cross-functional teams. Self-motivated, adaptable, and capable of using different techniques to resolve non-routine or complex customer issues. Experience leading or contributing to cross-functional projects is an advantage. Strong organizational skills and the ability to manage worklists, follow up on open issues, and coordinate resolutions effectively. Legally authorized to work in Canada without requiring employment visa sponsorship. Able to work remotely from Canada; occasional domestic travel of up to approximately 5% may be required. Benefits Fully remote work opportunity within Canada. Base salary range of CAD $74,451–$92,391 , with actual compensation dependent on experience, skills, training, and work location. Potential eligibility for additional compensation components, including applicable incentive programs. Comprehensive employee benefits and total rewards programs. Opportunity to work in a healthcare-focused environment supporting products and services that contribute to patient and professional outcomes. Collaboration with diverse teams and professionals across functions and locations. Opportunities to contribute to process improvements, operational solutions, and cross-functional initiatives. A role combining customer interaction, problem-solving, technology, and healthcare operations. Workplace accommodations available for candidates participating in the selection process, where required.