Customer Success Associate - 12 Month Contract

At Trudell Medical International (TMI), we pride ourselves on our passion for finding innovative and creative solutions which has enabled us to develop medical devices that continue to make a difference in the lives of people around the world. Situated within a modern facility located in beautiful London, Ontario, TMI offers a comfortable work environment with a respectful and family-oriented culture.

As an employee of Trudell Medical International, not only will you contribute to the development of products at the cutting edge of medical device technology, but you will also have the opportunity to perform challenging work alongside a first-rate group of dedicated professionals.

We’re actively searching for our next team member for the position of:

customer Success Associate - 12-Month Contract

Purpose: You are genuinely interested in learning about the customers we serve, help in resolving their issues with a positive approach. Provide excellent service to customers by addressing inquiries and accurately processing orders.

RESPONSIBILITIES INCLUDE:

Creating Customer Success

• Manage customer sales trends and actions and report out to sales and operations teams on customer success and opportunities
• Liaise 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
• 3 years of experience in customer service or customer facing role working in a medical, or consumer product related field
• Worked 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)

Trudell Medical International is committed to providing fair and equitable compensation opportunities to all teammates. The range displayed on each job posting reflects the target for new hire salaries for the advertised position. Within the range, individual compensation is determined by job-related skills and knowledge, relevant professional, lived experience, and/or work location. Our compensation policies and practices are designed to allow our colleagues’ growth and salary progression as they develop in their role. As a candidate, you are encouraged to ask compensation-related questions and have an open dialogue with your recruiter, who can provide specific details for this role and share more information about our total rewards package.

As part of our recruitment process, we may use AI tools to screen applicants and assist in evaluating candidate qualifications. All final hiring decisions are made by our recruitment team.

We are an equal opportunity employer and it is important to our Company that all its employees, including those with disabilities, find our workplace to be welcoming and supportive. If you are a candidate with a disability who requires accommodations during the recruitment process, please let us know.