Medline Industries, LP

Bilingual Associate Analyst, Customer Service

Medline Industries, LP

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$50,200 - CA$75,400 per year

About the role

  • Independently assess the accuracy, completeness, and policy compliance of Customer Service and Sales Support transactions
  • Review customer interactions, documentation, and system entries to ensure they align with internal standards, approved procedures, and required operational controls
  • Audit Customer Service Representatives’ and Sales Support transactions, review account creation, pricing application, order entry/changes, credits/returns, and customer master updates for accuracy and adherence to company procedures in SAP and related tools
  • Evaluate Customer Interactions and examine email communications in ticketing system and shared mailboxes for clarity, professionalism, completeness, and policy alignment
  • Identify and report issues by detecting discrepancies and non-compliance; documenting non-conformances with clear rationales and collaborating on corrective actions and coaching follow-ups
  • Support process improvement initiatives by contributing to recurring quality audits and preparing concise reports
  • Analyze trends (e.g., repeat defects, turnaround times, failure points) and recommend improvements that enhance accuracy and customer experience
  • Maintain documentation and keep review records, audit logs, and trackers up to date using specific tools
  • Collaborate effectively with Customer Service, auditors, and other departments to foster a culture of excellence
  • Detect workflow inefficiencies, recommend and implement improvements, and ensure team processes align with overall departmental goals
  • Perform email and call quality audits to identify compliance issues and process inconsistencies, providing examples of best practices to uphold high customer service standards
  • Generate and analyze multiple daily and weekly reports on team performance and key performance indicators while assisting with WFM
  • Maintain WFM trackers, attendance logs, and scheduling documentation to ensure accuracy and support operational visibility
  • Audit daily customer updates through our comprehensive, return, freight and restocking, and other monitoring as required
  • Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
  • Protect Customer Data by handling sensitive information in line with privacy and security requirements
  • Exercise discretion and sound judgment when handling sensitive employee or business information

Requirements

  • Bachelor’s degree in Business, Quality, or a related field (or equivalent experience)
  • Minimum 3 years of progressive experience reviewing data, providing analysis and suggesting process gaps, efficiencies
  • Fluent in both spoken and written French (Québec French) and English
  • Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations
  • Exposure to SAP (or similar) 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
  • Excellent listening, problem-solving, and conflict resolution skills
  • Strong organizational skills, including effective scheduling and managing workload volume
  • Proactive, detail-oriented, and collaborative, with a focus on continuous improvement
  • Comfortable working independently or as part of a team, leveraging strong interpersonal abilities
  • Analytical mindset with experience using multiple platforms such as SAP, Five9/Zendesk, email, and Excel
  • Motivated to learn and develop expertise in quality assurance and customer service.
  • Experience/coursework in quality assurance, auditing, or customer service preferred
  • Familiarity with department metrics (quality scores, response times, resolution rates) and the ability to analyze or act on those metrics
Benefits
  • Collaborative work environment with highly engaged employees
  • Market competitive compensation and benefits plan, including LTD & Insurance
  • DPSP match program
  • Annual Employee Appreciation Week
  • Paid vacation and personal days
  • Lifeworks® 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 and Sylvan Learning Centre credit
  • Employee referral program
  • Education support programs
  • Fitness subsidy
  • Recognition programs
  • Social activities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisprocess improvementquality assuranceauditingreport generationcustomer servicecompliance assessmentworkflow optimizationproblem-solvingconflict resolution
Soft skills
listeningorganizational skillscollaborationattention to detailadaptabilityinterpersonal skillsproactivityindependencecommunicationanalytical mindset