Customer Experience Representative

Are you passionate about delivering exceptional customer experiences, thriving in a fast-paced environment, and finding smarter ways to get things done? We at Trudell Healthcare Solutions are looking for a dynamic, detail-oriented Customer Experience Representative who brings a strong sense of urgency, exceptional communication skills, and a natural ability to build lasting relationships. You'll take pride in accuracy, respond quickly to customer needs, and approach every interaction with a solutions-focused mindset. With e-commerce experience and a passion for leveraging AI and innovative technologies, you'll also help us find new ways to improve efficiency and elevate the customer experience. If you're proactive, tech-savvy, and always looking for ways to make things better, we'd love to hear from you!

Our Company: Trudell Healthcare Solutions Inc. is a Canadian, family-owned clinical and service-oriented distributor providing unique, innovative products to select segments of the Canadian healthcare market. With a skilled, knowledgeable and motivated team, the company is committed to exceeding our customers’ expectations in delivering cost effective solutions to improve patient outcomes.

The Position: To provide excellent customer service and maintain strong professional relationships with customers, sales team and internal departments. This position is responsible for handling orders, investigating and resolving customer inquiries. This position supports region specific inside sales activities as required and contributes to the service levels by providing insights into customer order exceptions and works to eliminate obstacles to order fulfilment.

What We Offer:
In addition to fair and equitable compensation and the excitement of working for a growing and reputable company, we offer:

• Challenging careers that provide the opportunity to learn constantly
• Clear, consistent, and demonstrated values
• A positive and motivating Corporate Culture
• Encouraged Professional Development
• Employee Recognition for Milestone Anniversaries
• Regular Performance Appraisals
• Regular Salary Reviews
• Paid Sick Days
• 3 weeks paid vacation to start
• Comprehensive Group Family Benefits including:

• • Health and Dental Benefits
  • Pension Plan
  • Life Insurance
  • Employee Assistance Plan
  • Disability Insurance
  • Out of Country Insurance Coverage

Key Responsibilities:

Customer Experience

• Ensures customer satisfaction is maintained while responding proactively to orders or concerns.
• Maintain systems continuity through coordination of information exchange and accuracy of data.

Communication

• Ensure communication is effective, and appropriate personnel are advised of delays, outstanding needs, or conflicts as required.
• Facilitate resolution of customer concerns ensuring quality of product and service is maintained.
  
  

Administration

• Ensure quotes offered are distributed in a timely manner with appropriate approval and acceptance by THS.
• Ensure cooperation with special projects as required.
• Collaborate with other functional areas across THS to resolve issues and seek out new ways to improve the business.

As an ideal candidate, you have:

• College diploma in Business or equivalent.
• One (1) to three (3) years in a Customer Experience role.
• Data entry experience.
• Demonstrated proficiency in Microsoft suite of products.
• ERP systems experience is an asset.
• E-commerce experience is an asset.
• Experience and comfort using AI tools is preferred.
• Experience in a healthcare environment would be preferred.
• Strong interpersonal skills.
• Strong communication skills, both written and oral.
• Fluent in French both written and oral an asset.

Essential Duties:

• Fluent in English both written and oral
• Long periods of seated and computer work

Working Conditions:

• Office Setting at our London Facility.
• Frequent interruptions.

• Compensation based on a regular work week of thirty-seven and one half (37.5) working hours, with additional working hours as required to meet ongoing business demands and to fulfill job responsibilities.
• Overtime eligible.

Since 1922, Trudell Medical Marketing Limited, a member of the Trudell Medical Group, has been a stable and financially sound Canadian-based employer, headquartered in London, Ontario. For over 100 years, we have enjoyed the reputation of being successful and trustworthy in the eyes of our customers, our suppliers and our staff. We are passionate about selling, servicing and distributing technologically advanced Critical Care and Respiratory products and state-of-the-art Operating Room products to hospitals across Canada.

We thank all applicants for their interest in joining our team. Only those to be interviewed will be contacted.

Trudell Healthcare Solutions is committed to providing fair and equitable compensation opportunities to all teammates. The range displayed on each job posting reflects the target for new hire salaries for the advertised position. Within the range, individual compensation is determined by job-related skills and knowledge, relevant professional, lived experience, and/or work location. Our compensation policies and practices are designed to allow our colleagues’ growth and salary progression as they develop in their role. As a candidate, you are encouraged to ask compensation-related questions and have an open dialogue with your recruiter, who can provide specific details for this role and share more information about our total rewards package.

As part of our recruitment process, we may use AI tools to screen applicants and assist in evaluating candidate qualifications. All final hiring decisions are made by our recruitment team.

Trudell Healthcare Solutions is an equal opportunity employer it is important to our Company that all its employees, including those with disabilities, find our workplace to be welcoming and supportive. If you are a candidate with a disability who requires accommodation during the recruitment process, please let us know.