Customer Service Representative

2 weeks ago

Ottawa, Ontario, Canada Ontario Medical Supply Full time $40,000 - $60,000 per year

Our Mission:

Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Specializing in long term care, assisted living, retirement and home health care. Ontario Medical Supply is partnered for success with Royal Drugs. Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Together, we work towards supporting optimal health outcomes and better quality of life.

Come Join Our Team

Purpose:

As part of the Customer Service Order Desk team, this role provides outstanding customer service by processing orders and inquiries received through various sources, including those from healthcare agencies, long-term care facilities, and individual clients or caregivers.

Location: Ontario Medical Supply, Ottawa

Reports to: Customer Experience Manager

No. of Positions: 1

ATR: 4890

Type: Full time, Permanent

Salary: $21

Benefits: Yes

Job Responsibilities:

  • Process client orders received by phone, email or fax, for service, equipment, supplies and pharmaceuticals, including equipment rentals.
  • Attend to clients, and resolve client concerns by phone, email, and in-person.
  • Identify and action opportunities to improve client service.
  • Review, identify and resolve error entries in the Dashboard.
  • Create/maintain client contact, customer cards and validate information with customers as required.
  • Generate various reporting for internal service team.
  • Review and action various reports such as backorders, onhold, assembly kit, entered rentals, failed delivery, cross reference and others.
  • Meet pre-established KPI goals.
  • Record service orders (disposition) upon completion.
  • Provide assistance in ensuring rental equipment is returned.
  • Process inventory orders as needed.
  • Prepare parts requests and conduct follow-up as needed.
  • Participate in a weekly rotation for shifts and weekend coverage.
  • Perform duties as assigned.

Qualifications:

  • Completion of Post- Secondary Education in an Administrative or related field of study.
  • Minimum 1 years' experience with administrative procedures and office duties.
  • Minimum 1 year in customer service role.
  • Proficient with Microsoft Office – including Excel, Word and Outlook.
  • Proficient with ERP systems, Pronto preferred.

SKILLS:

  • Strong interpersonal and communication skills (both verbally and in writing).
  • Bilingual (French/English) is strongly preferred.
  • Strong initiative and ability to work proficiently in a team environment as well as independently.
  • Ability to manage time, remain organized and prioritize work.
  • Enthusiastic, dependable and action oriented, with willingness to learn and improve existing skill set.
  • Commitment to deliver excellent internal and external customer service.

Human Resources:

While we thank you for your interest, only select applicants will be contacted regarding the position.

Ontario Medical Supply is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.

The company reserves the right to close the competition based on business need and a sufficient pool of candidates who have applied

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