Value Proposition
As a leading partner in healthcare, Medline Canada's sole purpose is to make healthcare run better – this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.
Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:
Collaborative work environment with highly engaged employees
Market competitive compensation and benefits plan, including LTD & Insurance
RRSP with a company match
Annual Employee Appreciation Week
Paid vacation and personal days
Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well-being
Career growth and training programs
Open communication with Senior Leaders
Tailored incentives for eligible employee groups, such as home office reimbursement
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities
And much more…
Job Description Summary
The Bilingual Customer Care Supervisor is responsible for overseeing and optimizing processes that contribute to an exceptional customer experience. This involves leading, coaching, and empowering the Customer Care Team, as well as ensuring orders are processed efficiently and inquiries are resolved promptly. The position requires strong communication skills in English and French..
Job Description
Responsibilities:
Team Leadership & Development
- Provide recognition, support, and coaching to team members, enhancing strengths and improving performance through regular connects and monthly one on ones
- Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem-solving abilities
- Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly
Customer Care Operations
- Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score)
- Handle escalated customer complaints or issues that agents cannot resolve
- Implement best practices to maintain high standards of customer service, including call/email audits and communication monitoring
Collaboration & Process Improvement
- Work closely with other departments such as Sales, Purchasing, Logistics, Warehousing, to facilitate heightened customer inquiries and escalations when necessary
- Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies
- Conduct call and email audits, monitor communication channels, and implement best practices to maintain a high standard of customer service
- Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction
- A solid understanding of Net Promoter Scores (NPS) and the ability to leverage the results to drive meaningful improvements
- Analyze regular reports on team performance, customer satisfaction, and relevant KPIs for management review
Compliance & Confidentiality
- Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
- Exercise discretion and sound judgment when handling sensitive employee or business information
Qualifications:
- College diploma (or equivalent)
- Bilingual (French and English)
- Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
- Previous experience in coaching, training, and motivating teams
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint):
- Ability to create and manage complex spreadsheets, reports, or presentations
- Experience with SAP (or other ERP systems) is a strong asset
- Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar) for managing customer interactions and workflows
- Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools) to streamline customer support processes
- Ability to quickly adapt to and learn new digital tools as they are introduced
- Exceptional listening, problem-resolution and conflict management skills
- Strong organizational abilities, including scheduling and volume management
- Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed
- Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast-paced environment
- Strong interpersonal skills; able to work both independently and collaboratively Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST, including managing tasks during essential weekend and holiday periods
- Familiarity with department metrics (quality scores, response times, resolution rates) and the ability to analyze or act on those metrics
The anticipated salary range for this position:
$66,500.00 - $99,700.00 Annual
This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.
Medline Canada, Corporation is proud to be an equal opportunity employer.
About Medline Canada
Medline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.
Our Commitment to Diversity and Inclusivity
Medline Canada is committed to diversity and inclusivity and we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons/persons of colour and those who identify as women, persons with disabilities and LGBTQ+ persons.
Our commitment to Accessibility
Medline Canada is committed to the principles of the accessibility in Canada. We endeavor to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact [email protected].
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
