Customer Service Analyst

**Applied Medical** is a new-generation medical device company with a proven business model and a commitment to innovation, driven by rapid business growth and expansion. For over 35 years, our company has been developing and manufacturing advanced surgical technologies, earning a strong reputation for excellence in the healthcare field. Our unique business model, combined with our dedication to delivering the highest quality products, allows team members to contribute in ways that exceed the possibilities of traditional roles.

**Position Description**

Customer Service Analyst: Ensure compliance with quality and safety regulations by providing support to customers, distributors, and healthcare professionals, while contributing to the development of efficient and satisfactory customer service processes. Additionally, this role will support order management, issue resolution, and coordination with internal teams to ensure the availability and delivery of medical devices, maintaining high standards of service and customer satisfaction.

**Key Responsibilities**
- Provide timely and accurate responses to inquiries from customers, distributors, and healthcare professionals regarding products, pricing, availability, usage, and benefits of medical devices.
- Manage and resolve customer issues, complaints, and requests efficiently, ensuring satisfactory solutions in compliance with industry regulations.
- Oversee and coordinate medical device orders, from receipt to delivery, ensuring delivery timelines and product specifications are met.
- Monitor shipment statuses and coordinate with logistics departments to address any delivery delays or issues.
- Collect and analyze customer satisfaction data through surveys or direct feedback, using this information to identify opportunities for improvement in customer service processes.
- Prepare regular reports on customer service trends, issue frequency, resolution times, and more to support decision-making and continuous service improvement.
- Collaborate with the sales team and other departments to provide training on the use of medical devices and best practices in customer service.
- Act as a liaison between the customer service team and sales, logistics, and regulatory departments to ensure seamless communication and effective management of internal processes related to medical devices.

**Position Requirements**
- 2- or 4-year degree, or equivalent work experience
- Preferably a minimum of 2 years of successful customer service experience
- Excellent collaboration and communication skills (written and verbal)
- Strong attention to detail, organizational skills, and task management abilities
- Intermediate to advanced English; basic or ongoing French studies would be a plus
- Preferred: Advanced proficiency in Microsoft Office
- Familiarity with CRM systems, quoting systems, and order entry platforms, with the ability to navigate them effectively and efficiently (e.g., SAP, Oracle, or other ERP systems)

**Preferred**
- Experience with SAP or similar ERP systems
- Familiarity with logistics operations

**Benefits**

Applied Medical offers an excellent and competitive compensation and benefits package, including medical and dental coverage, a flexible benefits account, shared RRSP contributions, and generous holiday and vacation accrual schedules, Additional vacation days, savings fund, 30 days of Christmas bonus, fixed monthly grocery vouchers of 8,000.

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Una empresa de dispositivos médicos de nueva generación | Applied Medical

Estamos ubicados en el libramiento surponiente a la altura de Blvrd Peñaflor

Tipo de puesto: Tiempo completo

Sueldo: $22,000.00 - $27,000.00 al mes

Beneficios:

- Seguro de gastos médicos mayores
- Seguro dental
- Seguro de vida
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa

Tipo de jornada:

- Turno de 8 horas

Pregunta(s) de postulación:

- ¿Hablas francés básico o estás estudiándolo?

Idioma:

- Inglés intermedio (Obligatorio)

Lugar de trabajo: Empleo presencial