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Bilingual Customer Care Supervisor

1 month ago

Mississauga, Ontario, Canada Medline Gruppe Full time
Job Description - Bilingual Customer Care Supervisor (CUS010103)

Job Number:

CUS010103

Primary Location

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

The Bilingual Customer Care Supervisor is responsible for overseeing and optimizing processes that contribute to an exceptional customer experience. This involves leading, coaching, and empowering a bilingual team, as well as ensuring orders are processed efficiently and inquiries are resolved promptly. The position requires strong communication skills in both English and French.

CORE JOB RESPONSIBILITIES

- Provide recognition, support, and coaching to team members, enhancing strengths and improving performance.
- Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem-solving abilities.
- Manage team schedules, delegate tasks effectively, and handle performance issues promptly.

Customer Care Operations

- Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score).
- Handle escalated customer complaints or issues that agents cannot resolve.
- Implement best practices to maintain high standards of customer service, including call audits and communication monitoring.

Collaboration & Process Improvement

- Work closely with Sales, Purchasing, Logistics, Warehousing, and other Medline departments to facilitate seamless order fulfillment and coordinate rush shipments when necessary.
- Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies.
- Conduct call audits, monitor communication channels, and implement best practices to maintain a high standard of customer service.
- Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction.
- Provide regular reports on team performance, customer satisfaction, and relevant KPIs for management review.

Compliance & Confidentiality

- Maintain adherence to company policies and procedures, ensuring proper complaint management protocols.
- Exercise discretion and sound judgment when handling sensitive employee or business information.

QUALIFICATIONS

- Minimum 3 years of progressive experience in a Customer Service / Contact Center environment.
- Previous experience in coaching, training, and motivating teams.
- Fluent (spoken and written) in French and English.
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations.
- Experience with SAP (or other ERP systems) is a strong asset.
- Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar) for managing customer interactions and workflows.
- Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools) to streamline customer support processes.
- Ability to quickly adapt to and learn new digital tools as they are introduced.
- Exceptional listening and problem-resolution skills.
- Strong organizational abilities, including scheduling and volume management.
- Excellent written and verbal communication; ability to convey complex information clearly.
- Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast-paced environment.
- Strong interpersonal skills; able to work both independently and collaboratively.
- Flexibility to work rotational shifts between operational hours of 7:00 a.m. to 8:30 p.m. EST, including managing tasks during essential weekend and holiday periods.
- Familiarity with department metrics (quality scores, response times, resolution rates) and the ability to analyze or act on those metrics.

This 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.

Medline Canada, Corporation is proud to be an equal opportunity employer.

About Medline Canada

Medline 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.

Our Commitment to Diversity and Inclusivity

Medline 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.

Our commitment to Accessibility

Medline 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 HRCanada@medline.com.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Medline is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to employment@medline.com and let us know the nature of your request along with your contact information.

VETERANS AT MEDLINE

Medline recognizes the experience and dedication veterans bring to the workplace. We take pride in the career paths provided to our employees. Our military employees add tremendous leadership skills and a broad range of talents which help us drive the healthcare solutions needed for today and tomorrow.

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