Customer Service Agent

Schedule:                          Monday – Friday, 9:30 AM – 6:00 PM EST

Work Flexibility:         Hybrid (2 days in office at 2 Medicorum Place, Waterdown, ON)

Summary:

The Customer Service Agent maintains strong customer relationships by serving as a key point of contact before and after the sale, supporting both service and product-related needs. In this role, you will partner cross-functionally with sales, operations, and service teams to resolve customer inquiries, coordinate scheduling and logistics, and ensure a high level of customer satisfaction. This role also supports business growth by identifying service opportunities, managing equipment-related concerns, and helping drive operational efficiency.

What You Will Do:                                                                                                       

• Provide professional, responsive customer support via phone, email, and CRM workflows regarding product information, pricing, availability, shipping, returns, credits, and general inquiries
• Process and manage customer orders accurately, including direct sales and consignment orders received through phone, email, and EDI systems
• Maintain accurate customer records, sales contracts, and documentation within CRM and ERP systems
• Research and resolve routine and complex order, invoice, shipping, and warranty-related discrepancies using critical thinking and resourcefulness
• Proactively monitor open orders, coordinate with internal departments, and communicate updates on order status, delivery timelines, product availability, and backorders
• Collaborate cross-functionally with Sales, Finance, Distribution, Marketing, Purchasing, Inventory Control, and Technical Service teams to ensure seamless customer support
• Track customer feedback, identify root cause trends, support continuous improvement initiatives, and monitor performance against Customer Service KPIs
• Support administrative functions including reporting, reception coverage, participation in team meetings, and additional projects or duties as assigned

What You Need:

Required:                                                                                                    

• Post-Secondary Education
• Two years’ experience working in a call center/customer service environment

Preferred:

• Experience in the medical field
• Bilingualism (Fluent in both French and English to include writing and speaking)

Pay rate will not be below any applicable local minimum wage rates.

$54,100 - $72,100 CAD Annual