Hybrid Supv Customer Service

at Medline Industries, LP

• Job title: Supv Customer Service
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$65,800 - CA$98,800 per year
• Degree requirement: Associate's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Mississauga, Canada

About the role

• Customer Care Supervisor overseeing and optimizing customer experience processes for Medline Canada. Leading and coaching the Customer Care Team while ensuring inquiries are resolved promptly and efficiently.

Responsibilities

• Overseeing and optimizing processes that contribute to an exceptional customer experience
• Leading, coaching, and empowering the Customer Care Team
• Ensuring orders are processed efficiently and inquiries are resolved promptly
• Provide recognition, support, and coaching to team members, enhancing strengths and improving performance through regular connects and monthly one on ones
• Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem-solving abilities
• Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly
• Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score)
• Handle escalated customer complaints or issues that agents cannot resolve
• Implement best practices to maintain high standards of customer service, including call/email audits and communication monitoring
• Work closely with other departments such as Sales, Purchasing, Logistics, Warehousing, to facilitate heightened customer inquiries and escalations when necessary
• Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies
• Conduct call and email audits, monitor communication channels, and implement best practices to maintain a high standard of customer service
• Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction
• Analyze regular reports on team performance, customer satisfaction, and relevant KPIs for management review
• Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
• Exercise discretion and sound judgment when handling sensitive employee or business information

Requirements

• College diploma (or equivalent)
• Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
• Previous experience in coaching, training, and motivating teams
• Bilingual in English & French an asset
• Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations
• Experience with SAP (or other ERP systems) is a strong asset
• Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar) for managing customer interactions and workflows
• Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools) to streamline customer support processes
• Ability to quickly adapt to and learn new digital tools as they are introduced
• Exceptional listening, problem-resolution and conflict management skills
• Strong organizational abilities, including scheduling and volume management
• Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed
• Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast-paced environment
• Strong interpersonal skills; able to work both independently and collaboratively
• Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST, including managing tasks during essential weekend and holiday periods
• Familiarity with department metrics (quality scores, response times, resolution rates) and the ability to analyze or act on those metrics

Benefits

• Collaborative work environment with highly engaged employees
• Market competitive compensation and benefits plan, including LTD & Insurance
• DPSP match program
• Annual Employee Appreciation Week
• Paid vacation and personal days
• Lifeworks® Employee Assistance Program (EAP)
• Resources supporting mental, physical, family and financial well-being
• Career growth and training programs
• Open communication with Senior Leaders
• Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
• Employee referral program
• Education support programs
• Fitness subsidy
• Recognition programs
• Social activities
• And much more…