Senior Customer Experience Manager scaling DTC ecommerce support, fulfillment, and AI automation. Leading international teams and improving customer operations through data - driven systems.
About the role
- Customer Service Representative managing healthcare orders, inquiries, and complaints for Solventum across Canada. Handling ERP workflows and customer issues remotely in French and English.
Responsibilities
- Handle order entry, order status, product information inquiries, complaints, pricing, shipping, and inventory requests and issues
- Communicate clearly and professionally with external customers and internal Solventum personnel by telephone and/or written correspondence
- Manage worklists, including raising internal tickets for order management, shipping/tracking, product inquiries, and pricing/invoicing issues
- Apply systematic problem solving to material information records and master data monitoring
- Manage the customer order process from entry to delivery
- Develop and lead improvements and/or solutions to work processes and tools
- Handle non-routine and difficult inquiries
- Adapt techniques and methods to develop solutions for complex issues
Requirements
- Bachelor’s degree or higher from an accredited institution and 2 years of customer service experience, OR high school diploma and 6 years of customer service experience
- Education must be completed and verified prior to start
- Bilingual French and English
- Previous/current healthcare customer service experience
- ERP system experience
- Must be legally authorized to work in the country of employment without sponsorship for employment visa status
- Experienced with cross-functional project leadership preferred
- Self-motivated and able to work effectively in cross-functional groups and with internal and external customers
- Ability to resolve conflicts effectively and take initiative to resolve issues before they become problems
Benefits
- Comprehensive suite of benefits available to employees in Canada
- Additional compensation components (e.g., incentive programs) may be available
- Accommodations available on request for candidates with disabilities
- Remote work arrangement
- Up to 5% domestic travel opportunity
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