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Prollenium Medical Technologies Inc. एक कनाडाई स्वास्थ्य सेवा कंपनी है जो मेडिकल एस्थेटिक्स के क्षेत्र में विशेषज्ञता रखती है। 2002 में स्थापित यह कंपनी हायलूरोनिक एसिड डर्मल फिलर्स और संबंधित उत्पादों, जिनमें Revanesse उत्पाद श्रृंखला भी शामिल है, का अनुसंधान, विकास और निर्माण करती है। इसका कार्य नवोन्मेषी उत्पाद विकास, गुणवत्तापूर्ण विनिर्माण, वैश्विक बिक्री और दुनिया भर के एस्थेटिक चिकित्सकों के लिए सहायता प्रदान करने तक फैला हुआ है।
Contract Customer Service Manager – Hybrid, Canada
Lead Prollenium Medical Technologies’ customer service team, performance programs, and order-to-cash improvements. Support Canadian medical-device and dermal-filler operations through data-driven service management.
विवरण
- Lead, mentor, and develop the Customer Service team
- Set performance expectations and provide ongoing coaching, feedback, and development support
- Conduct performance reviews, create development plans, and contribute to succession planning
- Drive continuous improvement across customer service, order management, service levels, and operational efficiency
- Evaluate customer service and business data to uncover trends, root causes, risks, and improvement opportunities
- Define and track KPIs covering order accuracy, cycle times, response and complaint resolution, customer satisfaction, and service-level performance
- Introduce corrective and preventive actions when results fall below established targets
- Collaborate with cross-functional teams to simplify processes, reduce waste, strengthen communication, and improve the customer experience
- Help optimize ERP, CRM, and customer service systems
- Oversee customer account creation and maintenance, compliance checks, document verification, and order processing
- Administer returns, refunds, and Returned Merchandise Authorizations (RMAs)
- Oversee payment-related work and resolve order-processing issues with Sales and Finance
- Manage sales representative inventory and car stock programs
- Share customer insights, trends, risks, and opportunities with leadership
- Create and present service metrics, performance reports, business analysis, and recommendations
- Contribute to strategic initiatives and other assigned responsibilities
- Report to the Vice President, Product Supply & Contingency Planning
आवश्यकताएँ
- At least five years of customer service experience, including three or more years leading or managing teams
- A record of building and developing high-performing customer service teams
- Experience establishing, tracking, and improving customer service KPIs and performance measures
- Background leading process improvement and operational excellence initiatives
- Hands-on experience with ERP and CRM platforms
- Strong analytical skills and the ability to use data to identify trends and inform business decisions
- Advanced Microsoft Excel proficiency, including data analysis and business reporting
- Strong command of Microsoft Office applications, including Excel, Word, PowerPoint, and Teams
- Customer service experience in manufacturing, medical devices, distribution, or another regulated environment is an asset
- Excellent written and verbal communication skills
- Demonstrated ability to collaborate across Sales, Operations, Supply Chain, Quality, Finance, and other functions
- Strengths in leadership, talent development, customer focus, continuous improvement, accountability, decision-making, problem-solving, collaboration, and teamwork
लाभ
- Competitive compensation
- Benefits package
- Professional development opportunities
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