Advisor, Customer Relations, Supply Chain

2 days ago

Victoria, Canada PHSA Full time

**Advisor, Customer Relations, Supply Chain**

Customer Care

Victoria, BC

The Coordinator, Customer Relations monitors customer inquiries through the call center tracker tool to ensure service standards are being met and follows up with internal supply chain service areas as needed. The coordinator develops effective working relationships with stakeholders to address customer needs and identify service improvement opportunities. The role communicates with customers and Supply Chain teams regarding service changes, requirements and challenges. The Coordinator participates in Supply Chain projects and attends customer committee meetings as a representative for Supply Chain.

**What you’ll do**
- Monitors and tracks customer inquiries through the call centre tracker tool to ensure tickets are closed in a timely manner and in accordance with established service standards. Identifies customer service challenges and works with internal Supply Chain resources to address. Escalates service issues to the Lead, Customer Relations and Promotions as needed.
- Maintains ongoing communication with customers to ensure customers are informed of upcoming changes, that service problems are effectively addressed and service needs met. Investigates complaints and issues and initiates dialogue with internal Supply Chain businesses to ensure problem resolution.
- Liaises closely with internal and external stakeholders to identify opportunities for service improvement. Provides input to process changes and participates in business process improvement to enhance Supply Chain service delivery.
- Participates in a variety of Health Authority customer committee meetings as Supply Chain representative.
- Performs business analyses through profiling customer spending, analyzing utilization, and benchmarking. Runs statistical and usage reports as needed.

**What you bring**

Qualifications
- A level of education, training, and experience equivalent to a College Degree in Commerce or Management or related discipline plus a minimum of three (3) years related experience at a Supervisory level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment.
- Demonstrated relationship building skills and ability to work effectively within a multi-site, multi-sector environment. Strong communication and negotiation skills. Proven ability to resolve day-to-day operational issues and take prompt actions on addressing customer inquiries. Ability to exercise judgment on working within or outside of established processes and procedures. Proven self-motivated individual with the ability to get things done. Demonstrated ability to contribute to a working environment that promotes team building. Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.

Skills & Knowledge
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).

**What we bring**

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too - offering health, wellness, development programs to support you - at work and at home.
- Join one of BC’s largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
- Annual statutory holidays (13) with generous vacation entitlement and accruement.
- PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

**Job Type**:Regular, Full-Time

**Location**:63 Gorge Rd E, Victoria, BC V9A 1L2
**Closing date**:Applications accepted until position is filled
**Hours of Work**:0800-1600 (Monday to Friday)
**Requisition #**177151E

**What we do**

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and co

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