<p>We’re hiring an experienced Customer Service Manager to lead a team in a fast-paced B2B distribution environment. This role oversees daily service operations, system improvements (EDI, ERP, CRM), and drives efficiency across order management and customer communication.</p><p><strong>Responsibilities:</strong></p><ul><li>Lead, coach, and support a team of Customer Service Representatives/ Order Desk </li><li>Oversee pricing checks, stock inquiries, order expediting, and issue resolution</li><li>Ensure high-quality service in a high-volume order environment</li><li>Improve EDI processes and enhance ERP workflows (Epicor Prophet 21 is an asset)</li><li>Strengthen CRM usage and partner with IT on system improvements</li><li>Collaborate with Operations, Sales, Purchasing, and IT on continuous improvement initiatives</li></ul><p><br></p><p><br></p>
We are looking for a highly motivated and detail-oriented Bilingual Customer Service Representative to join our team in Markham, Ontario. In this role, you will provide exceptional support to customers and sales representatives by managing inquiries, processing orders, and ensuring customer satisfaction. This is a long-term contract position that offers the opportunity to work in a hybrid environment, combining in-office and remote work.<br><br>Responsibilities:<br>• Deliver excellent customer service by maintaining a positive, empathetic, and detail-oriented attitude in all interactions.<br>• Manage customer accounts and orders, ensuring accuracy in processing requests, tracking issues, and resolving queries promptly.<br>• Handle and monitor email communication, ensuring customer orders and inquiries are addressed efficiently.<br>• Support new customers and assist them with navigating the online ordering portal.<br>• Document and resolve customer, sales, and patient interactions, escalating issues to the appropriate department when necessary.<br>• Monitor daily sales orders and transactions to ensure they are completed accurately and on time.<br>• Identify opportunities to upsell or cross-sell products and services during customer engagements.<br>• Propose and implement process improvement initiatives to enhance customer service operations.<br>• Collaborate effectively with cross-functional teams to achieve shared goals and ensure task completion.<br>• Adhere to established customer service standards, policies, and procedures while actively contributing to team objectives.
