Customer Support Representative Jobs

About the job

Are you ready to be part of a dynamic team that is reshaping shared services and how they are delivered for health care and the public sector?

Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital equipment (FF&E) and food/nutrition solutions. MMC also provides data analytics, in-hospital services, warehousing/logistics, technology services, procure-to-pay services, accounts payable and linen services.

Driven by our commitment to collaboration, integration, and partnership, we source and deliver innovative solutions that address the challenges faced by health care and the public sector. Our clinical expertise and strategic data analysis yield efficiencies, cost savings and insights that allow public sector organizations to invest in and focus on improving the experience for patients and families in their care.

With an emerging focus on sustainability and reconciliation with Indigenous Peoples, MMC is actively supporting the creation of a resilient value chain that incorporates environmental, social and economic wellbeing. The Burlington, ON-based organization also has offices in Toronto, Thunder Bay, Kingston, Brantford and London, a distribution centre in Oakville and a linens facility in Hamilton.

Mohawk Medbuy’s strength as an organization comes from our employees’ knowledge, skill, and commitment to providing our customers with the highest standards of quality service to assist them in delivering exceptional care.

We are currently recruiting for a full-time Customer Support Representative to support our Customer Support team.

Position Overview

Key Responsibilities

• Provide 1st call resolution where possible with a continued focus on improving the monitored indicator to reach monthly target. Examples include but not limited to:
• Validate assignee’s resolutions for accuracy and completeness and work with assignees to provide more accurate resolutions when required
• Ensure required documentation is provided by the customer as per defined processes before creating the HEAT ticket i.e. completed forms, invoice copies
• Research details of each ticket and provide supporting details to the assignee when relevant
• Review MMC business forms to ensure correct approvals have been obtained according to process. i.e. MMC Item Adds/Updates, MMC User Approval forms
• Maintain knowledge of each MMC functional area’s key responsibilities and processes to be able to provide better support to internal and external customers
• Accurately and timely log and assign all customer and vendor calls/emails
• Maintain proficiency/expertise in navigating through and understanding the functionality of the MMC systems (MSCM, MFM, DMS)
• Monitor open HEAT tickets to prevent possible SLA breaches and identify/resolve any HEAT system issues

-Provide MMC vendor information such as vendor numbers, address details, payment method

-Provide Invoice status/payment details i.e., matched, discrepant, approved, draft, GL and or Expense account information, cleared date

-Review open invoice report for any credits

-Provide backup Finance documentation when required i.e. DMS

-Email or phone missing PO’s to vendors

-Update POs when requested from end users or vendors

-Work with Hospitals on resolving “needs receipt” invoice issues

-Add documentation to existing POs such as quotes, signed contracts etc.

-Expedite orders as required

-Provide requested pricing information

-Work with vendors to provide hospitals with ETAs, rush orders, pricing, and substitutes for back orders

-Unlock/reset E-requisition accounts

-Provide users with training on MSCM applications, eReq training

• Coordinate activities between hospital/vendor and MMC departments to address customer needs and drive resolution of issues through the Customer Support Desk
• Serve as both the first point of contact and escalation point for Hospital Users and Vendors
• Troubleshoot issues with customers and MMC staff as the need arises
• Build trust and positive productive working relationships with Customers (internal and external), consistently demonstrating ownership for ensuring their issues are resolved to their satisfaction
• Continuously monitor the HEAT Call Logging and Alerts to ensure the customer is provided with an appropriate response to the issue raised
• Demonstrate exceptional service behaviors, provide feedback and coaching to MMC staff on opportunities for improvement in this area
• Leverage system and process knowledge to identify ongoing repeated issues and using Lean methodologies recommend solutions to resolve issues, work with department managers to implement resolutions
• Balance the responsibilities of managing customer support and meeting established service levels versus team functional responsibilities
• Be a HEAT/customer service process expert/resource for MMC and work collaboratively with other staff members on the optimization of customer service and HEAT processes
• Educate customers on MMC processes, assist in navigation of the MMC Customer Portal

Qualifications and Skills

• Excellent listening and interactive skills to communicate detailed information and explanations to customers that require assistance and the ability to document issues clearly and concisely
• 2-3 years previous Customer Service, Help Desk or Operations experience in a computerized procurement/distribution environment
• Ability to independently make sound decisions within parameters of established policies
• Demonstrated organizational and time management skills with the ability to balance multiple priorities and demands
• Strong written and verbal communication and customer service skills with demonstrated experience handling sensitive, confidential issues and information
• Proficient in navigating MSCM, MFM, DMS, reporting tools and be versed in each functional area’s key responsibilities and processes
• Intermediate knowledge MS Office Suite
• Proven judgment, problem solving and observation skills with accuracy and attention to detail
• Post-Secondary Education (Business Related Degree or Diploma)
• Commitment to meeting defined MMC Customer Service SLA’s, while demonstrating empathy for the customer’s situation
• Previous experience in Procurement and/or AP an asset
• Previous experience in a healthcare environment an asset

Travel

Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).