Customer Service Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Representative based in Canada.

As a Customer Service Representative, you will play a key role in delivering a reliable and responsive experience to healthcare customers. You will manage the customer order journey from initial entry through delivery while resolving inquiries related to products, pricing, shipping, inventory, and complaints. Working across internal teams, you will coordinate solutions to complex order-management and service issues. You’ll use ERP systems and structured problem-solving techniques to investigate discrepancies and maintain accurate customer and product information. The role also offers opportunities to improve processes, tools, and service workflows. You will work remotely within Canada in a collaborative, customer-focused environment where clear communication and proactive problem-solving are highly valued.

Accountabilities

• Manage customer orders throughout the complete lifecycle, from order entry through fulfillment and delivery.
• Handle customer inquiries and requests relating to order status, product information, complaints, pricing, shipping, inventory, invoicing, and related issues.
• Communicate clearly and professionally with external customers and internal stakeholders by telephone and written correspondence.
• Manage assigned worklists and raise internal tickets to coordinate resolution of order management, shipping, tracking, product, pricing, and invoicing issues.
• Investigate and resolve discrepancies involving material information records and master data through systematic problem-solving.
• Handle non-routine, sensitive, and complex customer inquiries, adapting approaches to identify effective solutions.
• Coordinate with cross-functional teams to resolve customer issues efficiently and maintain service continuity.
• Identify opportunities to improve customer service processes, tools, and workflows, and contribute to implementing practical solutions.
• Take proactive ownership of potential issues, resolving concerns before they escalate and supporting positive customer outcomes.
• Contribute to cross-functional projects and initiatives that enhance operational efficiency and customer experience.

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.
• Fluent in both French and English, with strong written and verbal communication skills in both languages.
• Previous customer service experience within the healthcare sector.
• Professional experience working with ERP systems is required.
• Strong customer relationship and conflict-resolution skills, with the ability to handle difficult or non-routine inquiries professionally.
• Demonstrated analytical and problem-solving abilities, particularly when investigating order, product, pricing, inventory, or master-data issues.
• Ability to work independently while collaborating effectively with internal teams and external customers.
• Strong organizational skills and attention to detail, particularly when managing multiple customer requests and worklists.
• Self-motivated approach with the initiative to identify issues and develop solutions proactively.
• Experience leading or contributing to cross-functional projects is preferred.
• Must be legally authorized to work in Canada without employment visa sponsorship.
• Willingness to travel domestically up to approximately 5% when required.

Benefits

• Fully remote work arrangement within Canada.
• Competitive base salary of CAD $74,451-$92,391, depending on experience, skills, training, and work location.
• Potential eligibility for additional compensation components, including incentive programs.
• Comprehensive employee benefits and total rewards programs.
• Programs supporting physical and financial well-being.
• Opportunities to contribute to meaningful healthcare-related work with global impact.
• Collaborative, cross-functional working environment.
• Opportunities to contribute to process improvements and operational initiatives.
• Workplace accommodations available for candidates with disabilities throughout the selection process.
• Relocation assistance is not authorized for this position.
• Travel may include up to 5% domestic travel.