Customer Service Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Representative based in Canada. This is a fully remote customer service opportunity supporting customers and internal teams within a healthcare-focused environment. The role is responsible for managing the customer order journey from initial entry through delivery, while addressing product, pricing, shipping, inventory, and order-status inquiries. You will combine customer care, problem-solving, data accuracy, and operational coordination to resolve issues efficiently. The position involves working across teams to investigate complex requests, raise internal tickets, and maintain accurate records and workflows. You will also contribute to improving processes, tools, and service practices that enhance the overall customer experience. The role is well suited to a bilingual professional with healthcare customer service experience, strong technical capabilities, and a proactive approach to resolving challenges. Accountabilities - Manage customer orders throughout the full lifecycle, from order entry through fulfillment and delivery. - Handle customer inquiries and requests related to order status, product information, complaints, pricing, shipping, inventory, and related issues. - Communicate clearly and professionally with external customers and internal stakeholders through telephone, email, and other written correspondence. - Manage worklists and raise internal tickets to coordinate resolution of order-management, shipping and tracking, product-information, pricing, and invoicing issues. - Investigate and resolve discrepancies involving material information, customer records, and master data while maintaining a high level of data accuracy. - Apply structured problem-solving techniques to diagnose customer and operational issues and determine appropriate solutions. - Handle non-routine and complex inquiries by adapting approaches and applying sound judgment to develop effective resolutions. - Collaborate with cross-functional teams to address customer concerns, resolve operational issues, and maintain smooth order processing.

- Identify opportunities to improve customer service processes, workflows, tools, and supporting systems. - Contribute to the development and implementation of practical solutions that improve efficiency, service quality, and the customer experience. - Support cross-functional projects and initiatives as required, coordinating activities and communicating progress with relevant stakeholders. Requirements - Bachelor's degree or higher from an accredited institution plus at least 2 years of customer service experience; alternatively, a high school diploma plus at least 6 years of customer service experience. - Bilingual proficiency in French and English . - Previous customer service experience within the healthcare sector. - Experience working with ERP systems is required. - Strong customer service, communication, listening, and interpersonal skills. - Ability to communicate complex information clearly and professionally with both customers and internal teams. - Strong problem-solving and conflict-resolution skills, with the ability to take initiative and address issues proactively. - Ability to manage multiple requests, priorities, and workstreams while maintaining accuracy and attention to detail. - Comfortable working independently in a remote environment while collaborating effectively with cross-functional teams. - Self-motivated, adaptable, and capable of using different techniques to resolve non-routine or complex customer issues. - Experience leading or contributing to cross-functional projects is an advantage. - Strong organizational skills and the ability to manage worklists, follow up on open issues, and coordinate resolutions effectively.