Prollenium Medical Technologies Inc.

51 – 200 Angajați

Prollenium Medical Technologies Inc. este o companie canadiană din domeniul sănătății, specializată în estetica medicală. Fondată în 2002, compania cercetează, dezvoltă și produce produse de umplere dermică pe bază de acid hialuronic și produse conexe, inclusiv gama Revanesse. Activitatea sa cuprinde dezvoltarea de produse inovatoare, producția la standarde de calitate, vânzările globale și sprijinirea practicienilor din domeniul esteticii din întreaga lume.

Locurile de muncă ale companiei

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.

acum 1 săptămână

Canada

60.000 $ – 65.000 $ / an

Hibrid Contract Nivel mediu Senior Limbă Obligatorie: engleză Asistență clienți

ERP

Descriere

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

Cerințe

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

Beneficii

Competitive compensation
Benefits package
Professional development opportunities

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