Bilingual Customer Service

**Primary Location** CA-QC-Quebec City

**Other Locations** CA-Quebec, CA-Ontario, Canada, CA-New Brunswick

**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**

Reporting to the Senior Customer Service Manager, this position is responsible for ensuring orders are processed quickly and efficiently and customer queries are attended to in a timely manner.

**CORE JOB RESPONSIBILITIES**
- Manages large volume of incoming calls, identify and assess customer needs to achieve satisfaction.
- Assists customers in a courteous, competent and professional manner
- Provides customer communication pertaining to order status and issues order acknowledgments as required
- Supplies accurate and timely data including POD, ETA and freight documents
- Ensures that customer inquiries and complaints are correctly recorded and classified for subsequent analysis and decision making
- Works alongside purchasing, Canada Logistics and Warehousing to ensure product flow through and to fulfil and satisfy customer order completion by coordinating rush shipments when necessary
- Processes returned goods authorization following the Medline return policy
- Issues debits and or credits for overages, shortages, and damages

**QUALIFICATIONS**
- Bilingual: English and French
- High School Diploma or equivalent
- Minimum 3 years of experience in the Customer Service field
- Excellent communication and interpersonal skills (verbal and written)
- Exceptional listening and problem resolution skills; strong organizational skills and ability to work independently. Ability to multi-task and effectively manage priorities
- Ability to work under pressure in an ever changing and dynamic environment
- Works and communicates well in a team environment

English is required due to the scope of the role.

**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**

**Our commitment to Accessibility**

**Proposition de valeur**

La mission de Medline Canada, partenaire important en matière de soins de santé, consiste à travailler ensemble afin d’améliorer des vies. Cela signifie que nous sommes entièrement engagés envers la santé et le bien-être de nos clients, de nos employés, de nos partenaires et de nos communautés. Nous embauchons un groupe diversifié de talents et visons l’objectif de faire une différence dans la vie des Canadiens, d’un océan à l’autre, sans toutefois nuire à nos aspirations de croissance.

La rémunération n’est qu’une partie de la proposition de valeur que nous présentons aux employés de Medline Canada. Dans le cadre de notre mission, nous offrons un des meilleurs programmes d’expérience d’employé, qui est à la fois concurrentiel et engageant. Celui-ci comprend ce qui suit:

- Environnement de travail collaboratif avec des employés hautement motivés
- Rémunération et programme d’avantages sociaux concurrentiels sur le marché, comprenant notamment une assurance d’invalidité à long terme
- Programme de contribution égale du régime de participation différée aux bénéfices
- Semaine annuelle d’appréciation des employés
- Congés personnels et vacances payés
- Programme d’assistance aux employés (PAE) Lifeworks®, ressources de soutien mental, physique, familial et financier
- Programmes d’avancement professionnel et de formation
- Communications ouvertes avec la haute direction
- Mesures incitatives adaptées aux g