Bilingual representative supporting English - and French - speaking customers for Prollenium's medical aesthetics products. Processing orders, managing accounts, and resolving issues in a hybrid Richmond Hill role.
About the role
- Customer Service Manager leading teams, KPIs, and order-to-cash improvements. Supporting Prollenium’s Canadian medical-device and dermal-filler operations.
Responsibilities
- Lead, coach, mentor, and develop the Customer Service team
- Establish performance expectations and provide coaching, feedback, and development opportunities
- Conduct performance reviews, development planning, and succession planning
- Lead continuous improvement initiatives for customer service processes, order management, service levels, and operational efficiency
- Analyze customer service and business data to identify trends, root causes, risks, and opportunities
- Develop and monitor KPIs including order accuracy, process cycle time, response and complaint resolution times, customer satisfaction, and service level attainment
- Implement corrective and preventive actions when performance falls below targets
- Partner with cross-functional teams to streamline processes, eliminate waste, improve communication, and enhance customer experience
- Support optimization of ERP, CRM, and customer service technologies
- Oversee customer account setup, maintenance, compliance, documentation verification, and order processing
- Manage returns, refunds, and Returned Merchandise Authorizations (RMAs)
- Oversee payment-related activities and resolve order-processing issues with Sales and Finance
- Manage sales representative inventory and car stock programs
- Communicate customer insights, trends, risks, and opportunities to leadership
- Prepare and present customer service metrics, performance reports, business insights, and recommendations
- Support strategic initiatives and other assigned duties
- Report to the Vice President, Product Supply & Contingency Planning
Requirements
- Minimum 5 years of customer service experience, including at least 3 years in a leadership or management role
- Demonstrated success leading and developing high-performing customer service teams
- Experience establishing, monitoring, and improving customer service KPIs and performance metrics
- Experience driving process improvement and operational excellence initiatives
- Experience working within ERP and CRM systems
- Strong analytical capabilities with experience using data to identify trends and drive business decisions
- Advanced Microsoft Excel skills with ability to analyze data and create meaningful business reports
- Strong knowledge of Microsoft Office applications including Excel, Word, PowerPoint, and Teams
- Experience supporting customer service functions within a manufacturing, medical device, distribution, or regulated environment is considered an asset
- Excellent written and verbal communication skills
- Proven ability to effectively collaborate across Sales, Operations, Supply Chain, Quality, Finance, and other functional areas
- Leadership, talent development, customer focus, continuous improvement, accountability, decision making, problem solving, collaboration, and teamwork competencies
Benefits
- Competitive compensation
- Benefits
- Development opportunities
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No Education Requirement
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