Join Jones Healthcare Group - Where Innovation Meets Purpose!
Why this Role Matters
Strong client relationships are built through consistence service, clear communication, and trust over time. This role helps bring those elements together by guiding daily team activity and ensuring clients receive reliable, responsive support at every stage.
A well-supported Client Relations team strengthens customer confidence and helps the business deliver on its commitments. When challenges arise, steady leadership and clear direction help resolve issues quickly and maintain strong partnerships.
As a Team Lead, Client Relations, you’ll build team leadership with direct account support, helping create a collaborative work environment where service quality, accountability, and continuous improvement are part of everyday work.
What You’ll Be Accountable For:
- Team Leadership: Provide daily guidance, coaching, and support to ensure service levels and responsiveness are met.
- Issue Escalation: Act as the first point of escalation for customer and internal concerns and resolve issues effectively.
- Performance Monitoring: Track team KPIs, analyze trends, and implement corrective actions where needed.
- Process Improvement: Maintain and improve SOPs, workflows, and team processes to enhance consistency and efficiency.
- Team Development: Facilitate training, support development activities, and promote a high-performing team culture.
- Resource Planning: Support scheduling, vacation coverage, and workload balance across the team.
- Client Management: Manage key accounts from onboarding through post‑order support with proactive communication.
- Order Management: Ensure accurate order processing, information flow, and cycle time performance through SAP and quality systems.
- Billing & Reporting: Oversee billing, inventory, and customer reporting requirements with accuracy and timeliness.
- Delivery Coordination: Work with production and scheduling to align delivery timelines with client expectations.
- Quality Resolution: Manage quality concerns, returns, rework, and credits while mitigating risk.
- Client Engagement: Support site visits and business reviews while identifying opportunities for account growth.
- Compliance & Standards: Support Quality, Health & Safety, and Environmental requirements within the team.
What you’ll bring
- Post‑secondary diploma or degree in business, sales, marketing, or a related field.
- 4+ years of experience in client support, customer service, or inside sales.
- Demonstrated leadership ability and experience guiding or supporting a team.
- Strong relationship‑building and customer‑focused mindset.
- Ability to manage competing priorities and work effectively under pressure.
- Excellent communication skills across written, verbal, and presentation formats.
- Strong organizational and problem‑solving skills with attention to detail.
- Experience with Microsoft Office and ERP systems such as SAP.
- Experience in printing or packaging is an asset.
- Continuous improvement mindset with an interest in process optimization.
Why Join Jones Healthcare Group
At Jones, you’ll be part of a team that’s shaping the future of healthcare packaging with purpose and care. We take pride in fostering an environment where everyone feels valued, supported, and empowered to do their best work.
You’ll find opportunities to grow your career, contribute to meaningful projects, and be part of a company that’s been trusted by brands and healthcare providers for over a century.
Learn more about us here: www.joneshealthcaregroup.com.
Total Rewards
We’re offering a competitive compensation in the range of $55,000 – $70,000 per year. Pay will be determined based on factors including job-related knowledge, skills, and experience. Some additional benefits we have offer are:
- RRSP program – match up to 5% of your earnings
- Comprehensive benefits program
- Healthcare spending account
- Vacation and floater days
- Special local discounts
- Employee and family assistance program
- Referral bonuses
- Education reimbursement program
- Colleague appreciation events
- and more!
This posting is for an exisiting opportunity.
Apply today and make a real difference with our team!
Jones Healthcare Group may use artificial intelligence tools to assist in the screening, assessment, or selection of candidates for this position. If you have questions about this process, please contact our HR department.
While we thank all candidates for their interest, only those selected for an interview will be contacted. All candidates interviewed for this position will be notified of the hiring decision within 45 days of their last interview.
By applying for this role, you consent to your personal data being shared with our clients and partners involved in the recruitment process.
As part of our commitment to accessibility for all persons with disabilities, Jones Healthcare Group will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact the Jones Human Resources department at 1.800.265.9093 about your needs, and we will consult with you to ensure suitable accommodation is provided.
For all feedback on equity and accommodation needs, please also contact the Human Resources department.
