Customer Support Specialist 1

Customer Support Specialist - 12 month temporary role

The Customer Support Specialist role supports the end-to-end quote-to-cash process across the region, including order management, CRM administration, billing, reporting, returns management, reverse logistics, and logistics coordination. The position is responsible for ensuring customer orders, shipments, returns, billing activities, and inquiries are handled accurately, efficiently, and professionally.

The ideal candidate is customer-focused, detail-oriented, and highly organized, with strong communication skills, experience using ERP and CRM systems, and fluency in both English and French. The role requires close collaboration with customers, sales teams, technical support, warehouses, freight carriers, collections, and other cross-functional partners to deliver timely and high-quality customer support.

Knowledge

• End-to-end quote-to-cash process, including order management, billing, logistics, returns, and customer support.
• ERP and CRM system processes and order management workflows.
• EDI and e-commerce order management processes.
• Common EDI transactions, including: 850 Purchase Order 855 Purchase Order Acknowledgment 810 Invoice 856 Advanced Shipping Notice 940 Warehouse Shipping Order 945 Warehouse Shipping Confirmation
• Shipping logistics, customs clearance, carrier coordination, and warehouse processes.
• Returns management and reverse logistics processes, including RMAs and product replacements.
• Healthcare account management or experience supporting healthcare customers.
• Billing processes, including credits, rebills, disputes, and rental billing schedules.
• Install base, warranty status, and customer account support processes.

Skills

• Strong verbal and written communication skills in English and French.
• Ability to provide professional customer-facing support by phone and email.
• Strong capability in navigating ERP and CRM systems.
• Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and SharePoint.
• Excel skills, including PivotTables and VLOOKUP.
• Ability to manage shared inboxes and document customer interactions accurately.
• Strong organizational and time management skills.
• Ability to prioritize urgent orders, shipment requests, and customer inquiries.
• Analytical and problem-solving skills to resolve order, pricing, billing, logistics, and returns issues.
• Ability to coordinate with warehouses, carriers, sales teams, technical support, collections, and other internal stakeholders.
• Attention to detail and accuracy in order processing, documentation, billing, and reporting.

Behaviors

• Customer-focused and committed to delivering excellent service.
• Proactive, resourceful, and solution-oriented.
• Accountable and takes ownership of assigned tasks and customer issues.
• Detail-oriented and committed to accuracy.
• Collaborative and able to build strong working relationships with internal and external stakeholders.
• Able to work independently while also contributing as a strong team player.
• Flexible and adaptable in a fast-paced environment with changing priorities.
• Professional, responsive, and calm when handling customer requests or escalations.
• Organized, reliable, and able to follow through on commitments.

Experience

• 1–2 years of experience in customer operations, order management, customer service, logistics, billing, returns management, or a related quote-to-cash role.
• Experience using ERP and CRM tools.
• Experience supporting EDI or e-commerce order transactions preferred.
• Experience working with customers, sales teams, warehouses, freight carriers, and cross-functional internal teams.
• Experience supporting returns, RMAs, product replacements, credits, rebills, or billing dispute resolution preferred.
• Experience in healthcare, medical technology, or another regulated industry is an asset.

Education and Qualifications

• College degree, technical diploma, or bachelor’s degree preferred.
• Equivalent combination of education and relevant experience may be considered.
• Fluency in English and French required.
• Occasional travel may be required.

Ready to make a difference in women’s health?