Customer Service Team Lead

Value Proposition

As a leading partner in healthcare, Medline Canada's sole purpose is to make healthcare run better – 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

• RRSP with a company match

• Annual Employee Appreciation Week

• Paid vacation and personal days

• 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

• Employee referral program

• Education support programs

• Fitness subsidy

• Recognition programs

• Social activities

• And much more…

Job Description Summary

Reporting to the Customer Service Manager, this individual is responsible for motivating, coaching and providing assistance to the Customer Service Representatives. A customer service team lead offers direction and guidance while identifying representative’s challenges creating strategic action plan.

Job Description

Responsibilities:

• Empowers team members with skills to improve their confidence, product knowledge and communication skills towards achieving operational goals
• Oversees and assists the day-to-day functions of the Customer Care staff
• Assisting with the development, implementation and training of policies ensuring all staff abide to the policies
• Manage, assess and ensure customer calls, emails and EDI’s are handled and answered in a timely manner. Identifies customer needs to achieve satisfaction. Provides solutions to identified gaps
• Maintain in-depth working knowledge of the company’s brands, systems and processes
• Monitor business and metrics to measure and manage customer service effectiveness
• Works alongside Sales, Purchasing, Canada Logistics and Operations to ensure product flow through and to fulfil and satisfy customer order completion
• Create a pleasant working environment that inspires the team

Qualifications:

• 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
• Proficient with Microsoft Word, and other Office applications
• Excellent communication and interpersonal skills (verbal and written)
• Works and communicates well in a team environment
• For Quebec, French is required

The anticipated salary range for this position:

$62,200.00 - $93,200.00 Annual

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 in Canada. 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 [email protected].

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