Représentant du service à la clientèle (bilingue) /Customer Service Advocate (Bilingual)

Daniels Health•Saint-Jean-sur-Richelieu, QC

About The Position

Our history began with a passionate idea that we could change the world... And to be honest, we never thought it could stop... In 1986, there was a simple concept that microbiology, coupled with innovation and clinical contribution, could eliminate a problem that profoundly affected the healthcare industry: HIV contracted through needlestick injuries. In Australia, we realized our dream. By investing years into research and development to create the world's safest containment system and challenging the industry status quo to demand higher standards for sharps protection, we saw a reduction of over 80% in sharps injuries related to disposal nationwide. And then we kept going... We support our customers with an array of added value products and services to ensure Protection, Sustainability, Value, Compliance and Education are provided. Our main audience is within the healthcare space as we service hospitals and customers such as doctors, dentists and pharmacies. We now look to you to help us deliver on our customer needs from providing customer service, to managing daily production needs and working across the production and transport teams to help coordinate the day to day deliveries to our customer sites. For our Customer Service Advocates no two days are the same as you plan, prioritize, problem solve and work together within a small and close-knit team at our Treatment Facility.

Requirements

Minimum 2 years of customer service experience, with preference for candidates with 3+ years in logistics, healthcare, or operations-focused environments
Experience with Salesforce and Microsoft Office
Strong communication skills and attention to detail
Ability to manage priorities in a fast-paced environment

Responsibilities

Serve as the first point of contact for customers via phone and email
Create and manage customer cases in Salesforce
Investigate and document cases thoroughly
Partner with internal teams to ensure timely resolution
Collaborate with Operations to support service changes (scheduling, rescheduling, cancellations), ensuring updates are accurately reflected in Salesforce and executed in Route Optix (RO), while providing timely and clear communication to customers
Collaborate with Operations to resolve missed stops and service interruptions
Maintain awareness of upcoming services and coordinate with teams
Support national Customer Service workflows and standards
Assist with national queues and shared service tasks
Contribute to consistency in customer experience
Manage Customer Profile (CP) queue items within SLA timelines
Send welcome communications and service calendars
Manage compliance documentation
Participate in training and meetings
Identify and support continuous improvement initiatives