Job Description

As a member of the Operations Team, you will provide excellent service to customers by addressing inquiries and accurately processing orders. Creates customer success through can-do attitude with a smile. Responsibilities Include: People Managment

• Ensure staff have clarity of expectations through the delivery of objectives and understanding key deliverables
• Maintain schedule and established time standard compliance for all staff, i.e. by organizing and directly supervising staff, administering leave, monitoring, responding to staff headcount requirements, etc.
• Treat employees are fairly and equitably, have a sense of self-esteem, and are encouraged to develop to their full potential, i.e. by administering workplace policies and programs
• Support employee development, i.e. by evaluating performance, providing feedback, and supporting their growth
• Manage employee issues to enable employees to have a high degree of focus on their jobs, i.e. by resolving employee relations issues, performance problems, and disciplinary issues

Creating Customer Success

• Manage customer sales trends and actions and report out to sales and operations teams on customer success and opportunities
• Liaison between multiple internal departments to ensure customer needs are met, including order processing, customer set-up, customer feed-back and complaint processing
• Creatively solve problems presented by customers and follow the escalation process to obtain rapid support if issue cannot be resolved independently
• Accurately enter order information into the ERP System and interpret the ERP data to be able to correctly process an order
• Follow and document customer specific ordering processes: order acknowledgement, order processing and order completion
• Build relationships with customers to improve customer satisfaction

Enable Sales and Marketing Team Success

• Ensure marketing materials are made available to customers and sales team in a timely manner
• Engage customers on new promotions by rolling out promotional material through the existing communication channels
• Collect and feed-back customer comments and concerns to the marketing and sales teams
• Identify, reproduce, and document bugs for the I.T. team, to continuously improve the e-commerce platform

Inquiries

• Rapid response to internal or external inquiries via phone, e-mail and other electronic methods
• Utilize social media tools to monitor and communicate the product/business story
• Working effectively with Operations and Order fulfillment team to create simple, clear and timely communication related to customer orders, building trust for the company

Health and Safety

• Ensure compliance with relevant health and safety legislation, including the Workplace Safety and Insurance Act, the Occupational Health and Safety Act, etc.

Qualifications:

• Degree or Diploma in International Business, Customer Service, Marketing, Accounting or a related field of study
• 5 years of experience in customer service or customer facing role working in a medical, or consumer product related field
• 1-2 years of experience supervising a team
• Experience working in complex I.T. systems
• Experience solving significant customer problems
• Proficiency in writing and speaking French an asset
• Additional language ability considered an asset, e.g. Spanish, Dutch, Arabic etc.
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Ability to work with little or no direct supervision
• Ability to learn new computer software quickly
• Ability to multi-task and drive continuous improvement.
• Intermediate experience in MS Office (Excel, Work, PowerPoint, Outlook)

At an applicant\xe2\x80\x99s request, TMI will make accommodation to its recruitment process to meet the needs of applicants with disabilities. Job Types: Full-time, Permanent Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person