Job Description

Purpose

To provide a high level of customer service support to the Company’s customers in order to ensure customer satisfaction. This is a hybrid position with an office location in Kitchener.

Responsibilities

Customer Support

• Respond to a high volume of customer inquiries via phone and email
• Assist with order placement, status updates, rush requests, warranties, and repairs
• Provide basic product and technical support
• Resolve customer issues and complaints in a timely and professional manner
• Maintain strong knowledge of products, services, programs, and relevant regulations to provide accurate and effective support to customers

Order Management

• Process and track orders accurately using Navision
• Coordinate with Operations, Audiology, Finance, and Distribution teams
• Ensure all customer requirements are met through proper follow-up
• Provide backorder updates and production status to customers

Team Collaboration & Support

• Build strong relationships with customers and internal teams
• Support team initiatives such as call monitoring, concierge programs, and quality checks
• Mentor and assist newer team members when needed
• Participate in product launches and customer events when needed

Administrative & Quality Tasks

• Maintain accurate records and documentation
• Prepare necessary paperwork and reports
• Ensure adherence to internal processes and quality standards
• Contribute to continuous improvement initiatives and special projects

Qualifications

To perform this job successfully, an individual must be able to perform each major duty and accountability satisfactorily. This role requires the individual to handle a high volume of telephone and email communication with customers as a regular requirement of the job. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education & Related Experience:

A high school diploma or equivalent is required. Post-secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred.

Excellent verbal and written communication skills to interact with customers.