Job Description

Customer Service Representative - Bilingual (English/French)
Location: Burlington, ON, Canada

Company: VB Spine

Looking for a career where your work truly matters? At VB Spine, you’ll be part of a mission-focused team that supports surgeons during life-changing spinal procedures. We’re the largest privately held spine company and among the largest family-owned medical technology companies in the world, dedicated to innovation, surgeon partnerships, and improving patient outcomes in spine care. As a Customer Service Representative in our Operations function within the Spine division, you’ll serve as a key bilingual point of contact for customers across Canada — managing orders, supporting billing, coordinating with warehouse and logistics teams, and ensuring smooth, timely support for surgical procedures.

What You’ll Do:

• Process customer orders accurately and efficiently via phone, email, and ERP systems
• Ensure all orders are complete, accurate, and processed on time to meet surgical needs
• Resolve order discrepancies and communicate directly with customers in a timely manner
• Support accurate order entry to enable timely and correct invoicing
• Work with internal teams to resolve billing discrepancies and payment issues
• Coordinate with Accounts Payable/Receivable (AP/AR) to support invoice accuracy and resolution
• Collaborate closely with Distribution and Kitting teams to confirm product availability
• Reallocate inventory across locations to fulfill urgent customer orders
• Coordinate with logistics teams and carriers to ensure timely deliveries
• Provide responsive customer support in both English and French via phone and email
• Escalate complex issues to the appropriate teams while keeping customers informed

What You Bring:

• High school diploma or equivalent required
• Fluent in both English and French (mandatory)
• 1–3 years of experience in customer service, billing, or order management roles
• Experience in medical device, healthcare, or logistics environments is an asset
• Familiarity with ERP systems (JDE, SAP, Oracle, or similar) preferred
• Strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment
• Excellent communication and problem-solving skills with a customer-focused mindset
• Ability to work effectively under pressure while maintaining accuracy and professionalism

Why VB Spine?
We believe in growing talent from within. At VB Spine, join a high-performing team, benefit from peer and executive mentorship, and play a key role in supporting life-changing spinal procedures by delivering outstanding customer service and seamless order coordination across Canada.

Compensation:
Pay for this role is competitive and based on experience, qualifications, and performance with potential for bonuses and incentives plus benefits. Final compensation is determined on a case-by-case basis and considers a variety of factors including experience level, bilingual capabilities, skillset, and local market conditions in Burlington, Ontario.

Benefits include:

• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off (PTO) and holidays
• Ongoing training and professional development opportunities
• Opportunity to grow within a fast-paced, dynamic company