Job Description

ENGLISH VERSION (Le Francais suit)

Customer Success Associate

Ethnocare
240 St-Jacques Street, Montreal, QC

Ethnocare is a company specializing in the development and commercialisation of new generation orthopedic products, mainly for people having lower limb amputations. The company proposes a range of evolutive and adaptive solutions that improve the mobility and the comfort of amputees. The young and dynamic team is looking for its new addition to move forward in making the products available to a wider group of users, while maintaining Ethnocare's high standards in quality and customer service.

Complete description of the offer

As Ethnocare's Customer Success Associate, your tasks will mostly be directed towards ensuring a quality service for the shipping process and the after-sales services to clients. You will be at the forefront to see the positive impacts well-designed products can have on patients. You will also be the primary point of contact for most client questions.

Your tasks may include, but are not limited to:

- Shipping & order operations:

Creating orders and invoices in the order management system according to distributor requirements. Creating, updating and modifying existing orders when changes are required (address, quantities, shipping method, etc.). Carrying out product packaging. Preparing shipping labels and export documentation, and scheduling pickups. Contacting clients, suppliers and carriers when needed to confirm details or resolve delivery issues. Updating clients on order status and sending their invoice. Ensuring follow-up on orders and verifying that customs clearance and delivery go smoothly. Organising shipment logistics (packaging, documents, carrier, pickup times) to ensure timely and accurate dispatch. Keeping track of shipping material inventory and monitoring stock levels to ensure availability. Working closely with the team to keep order statuses and client information updated in our systems.

- After-sales customer service:

Managing potential returns and communicating with the client to understand the reason for the return. Handling sample and promotional item shipping.
All these tasks will be done in person, in our Downtown Montreal office, surrounded by the innovative Ethnocare team. You will work mainly with the Operations Manager and COO, and communicate with O&P clinicians, buyers, and medical device distributors.

Eligibility

Must be a permanent resident or Canadian citizen.

Technical competences

Knowledge of Microsoft Office and Google Suite Knowledge of an order management system (asset) - e.g., Shopify Ease using computers for various tasks

Experience & Requirements

Proficiency in written and spoken English and French Collegial diploma in management, administration, marketing, communication, or a related field 2-5 years of experience in customer service (asset)

Interpersonal skills

Resourcefulness to handle diverse daily tasks Autonomy following training Management skills to support shipping workflows Organizational skills to track orders and priorities Teamwork and strong communication with colleagues and customers Problem-solving abilities for unexpected situations

Work context

Office hours: 9am-5pm Position opens September 2024 Full-time, 30-35 hours per week, open-ended contract

Compensation & Benefits

Base salary: $24/hour 3 weeks vacation from year one Eligible to collective and dental insurance
If this description reflects you and Ethnocare's mission resonates with you, contact us at

hr@ethnocare.ca

.

_______________

Associe/e au succes client

Ethnocare
240 rue St-Jacques, Montreal, QC

Ethnocare est une compagnie specialisee dans le developpement et la commercialisation de produits orthopediques de nouvelle generation, principalement pour les personnes amputees des membres inferieurs. Elle propose des solutions adaptatives qui ameliorent la mobilite et le confort des utilisateurs. L'equipe jeune et dynamique cherche une nouvelle personne pour contribuer a rendre les produits accessibles a un plus grand nombre, tout en maintenant les hauts standards de qualite et de service d'Ethnocare.

Description complete de l'offre

En tant qu'associe/e au succes client, tes taches seront centrees sur le processus d'expedition et le service apres-vente. Tu constateras directement les impacts positifs des produits sur les patients et deviendras la personne-ressource pour la majorite des questions des clients.

Tes taches pourraient inclure, sans s'y limiter :

- Expedition & operations de commandes :

Creer des commandes et factures dans le systeme de gestion selon les exigences des distributeurs. Creer, mettre a jour ou modifier les commandes existantes selon les besoins (adresse, quantites, transport, etc.). Emballer les produits. Preparer les bordereaux d'expedition et documents d'exportation, et planifier les cueillettes. Contacter les clients, fournisseurs et transporteurs pour confirmer les details ou regler les enjeux de livraison. Informer les clients de l'etat de leur commande et leur transmettre leur facture. Assurer le suivi des commandes et verifier que tout se deroule bien, notamment aux douanes. Organiser les aspects logistiques des expeditions (emballage, documents, transporteur, horaires). Surveiller l'inventaire des produits et du materiel d'expedition afin d'assurer une disponibilite constante. Collaborer avec l'equipe pour mettre a jour les statuts de commandes et les informations clients dans nos systemes.

- Service a la clientele apres-vente :

Contacter les cliniques pour obtenir leurs commentaires. Gerer les retours et communiquer avec les clients pour comprendre la raison et determiner la meilleure solution. Gerer l'expedition des echantillons et articles promotionnels.
Toutes ces taches seront accomplies en personne dans notre bureau du Vieux-Montreal, avec l'equipe innovante d'Ethnocare. Tu travailleras surtout avec le directeur des operations et le COO, et tu communiqueras avec des cliniciens O&P, des acheteurs et des distributeurs.

Admissibilite

Resident permanent ou citoyen canadien.

Competences techniques

Connaissance des suites Microsoft Office et Google Connaissance d'un systeme de gestion de commandes (atout) - p.ex. Shopify Aisance informatique

Experience et requis

Maitrise du francais et de l'anglais, ecrit et parle Diplome collegial en gestion, administration, marketing, communication ou domaine connexe 2 a 5 ans d'experience en service a la clientele (atout)

Competences interpersonnelles

Debrouillardise Autonomie apres la formation Sens de la gestion pour soutenir les operations d'expedition Organisation pour suivre les commandes et priorites Travail d'equipe et communication claire Resolution de problemes pour les situations imprevues

Contexte de travail

Horaire : 9h a 17h Debut : septembre 2024 Temps plein, 30-35h/semaine, contrat a duree indeterminee

Remuneration et avantages sociaux

Salaire de base : 24$/h 3 semaines de vacances des la premiere annee Admissible aux assurances collectives et dentaires
Si cette description te correspond et que la mission d'Ethnocare resonne avec toi, contacte-nous a

hr@ethnocare.ca

.

Job Type: Full-time

Pay: From $24.00 per hour

Expected hours: 30 per week

Benefits:

Casual dress Company events Dental care Disability insurance Extended health care Flexible schedule Paid time off
Language:

French (preferred) English (preferred)
Work Location: In person

Application deadline: 2025-12-12
Expected start date: 2026-01-12