Customer Experience Representative

Do you have an interest in the Healthcare industry and have a passion for helping people?

Do you possess excellent bilingual communication skills and are able to foster strong customer relationships?

Do you consider yourself to be very organized, detail-oriented and creative to think outside the box to resolve issues?

We at Trudell Healthcare Solutions “(THS)” are looking for an individual who is driven and shares our passion for customer excellence to contribute to the care patients receive while at the hospital, ultimately helping to improve their quality of life. If you have an interest in customer care and have responded yes to the above questions, THS currently has an exciting opportunity for you as a
**Customer Experience Representative**

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**The Position**: Provides high quality bilingual customer service as well as maintains strong professional relationships while supporting our customer’s, Sales Team, and internal departments. This position is responsible for handling orders, investigating and resolving customer inquiries in a knowledgeable, professional and personal manner. The Customer Experience Representative contributes to the service levels within our Montreal branch as well as the profitability of Trudell Healthcare Solutions Inc. by providing insights into customer order exceptions and working to eliminate obstacles to order fulfilment.

**What We Offer**:
In addition to fair and equitable compensation and the excitement of working for a growing and reputable company, we offer:

- Challenging careers that provide the opportunity to learn constantly
- Clear, consistent and demonstrated values
- Encouraged Professional Development
- Employee Recognition for Milestone Anniversaries
- Regular Performance Appraisals
- Regular Salary Reviews
- Paid Sick Days
- 3 weeks of paid vacation to start
- Comprehensive Group Family Benefits include:

- Health and Dental Benefits
- Pension Plan
- Life Insurance
- Employee Assistance Plan
- Disability Insurance
- Out of Country Insurance Coverage

**Key Responsibilities**:
**Customer Support**
- Ensures customer satisfaction is maintained while responding proactively to orders or concerns. This is done by:

- Ensuring customer orders are accurately entered into the company’s ERP system
- Ensuring constant follow up with customers on queries until a resolution is found.
- Participate in daily and weekly connects with the Customer Experience Team from the Head office as required.
- Participate in cross-departmental meetings to remain abreast of internal projects and order updates.
- Maintain an up-to-date back-order report.
- Provide support and collaborate with the assigned Territory Manager.
- Work with the Quotes & Contracts team as well as Marketing regarding the pricing of products.

**Communication**:

- Ensure clear and concise communication with internal customers within the Montreal Branch and Head office in London as well as with external customers.
- Ensure communication is effective and appropriate personnel is advised of delays, outstanding needs, or conflicts as required.
- Facilitate resolution of customer concerns ensuring the quality of product and service is maintained.

**Administration**:

- Ensure the Montreal Branch team has backup support.
- Provide support to the Quotes & Contracts team with data entry as required.
- Ensure communication is effective and informative regarding issues that may affect the quality of service or products.
- Ensure cooperation with special projects as required.

**Skills & Qualifications**:
**Education and Experience**
- High School Diploma; CEGEP would be an asset.
- Minimum one (1) to three (3) years of experience in a Customer Service environment.
- Data entry experience is required.

**Specialized Skill or Knowledge**
- Strong organizational skills to be able to handle various customer needs and conduct follow-ups in a timely manner.
- Detail oriented.
- Investigative skills.
- Strong interpersonal skills.
- Familiarity with a data entry system and demonstrated ability to quickly navigate and accurately update.
- Excellent written and verbal communication skills.
- Experience Inventory Management system.

**Essential Duties**:

- Bilingual in French and English both written and oral.

**Working Conditions**:

- Office / Home Office (remote) setting
- Frequent interruptions
- Compensation is based on a regular work week of thirty-seven and one-half (37.5) working hours, with additional working hours as required to meet ongoing business demands and to full fill job responsibilities.
- Since 1922, Trudell Healthcare Solutions Inc., a member of the Trudell Medical Group, has been a stable and financially sound Canadian-based employer, headquartered in London, Ontario. For over 90 years, we have enjoyed the reputation of being successful and trustworthy in the eyes of our customers, our suppliers and our staff. We are passionate about selling, servicing and distributing technologically advance