Medline Industries, LP is looking for a Bilingual Associate Analyst Customer Service. In this role, you will assess the accuracy, completeness, and policy compliance of Customer Service and Sales Support transactions. You will review customer interactions, documentation, and system entries to ensure alignment with internal standards and procedures at Medline.
What You'll Do
- Audit Customer Service Representatives’ and Sales Support transactions—including account creation, pricing, order entry/changes, credits/returns, and customer master updates—for accuracy and adherence to procedures in SAP and related tools.
- Evaluate email communications in ticketing systems and shared mailboxes for clarity, professionalism, completeness, and policy alignment.
- Identify, report, and document discrepancies and non-compliance issues, collaborating on corrective actions and coaching follow-ups.
- Contribute to process improvement initiatives through recurring quality audits and prepare concise reports.
- Analyze audit trends (e.g., repeat defects, turnaround times) and recommend improvements to enhance accuracy and customer experience.
- Maintain review records, audit logs, and trackers 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 departmental goals.
- Perform email and call quality audits to identify compliance issues and process inconsistencies, providing examples of best practices.
- Generate and analyze multiple daily and weekly reports on team performance and key performance indicators, assisting with Workforce Management (WFM).
- Maintain WFM trackers, attendance logs, and scheduling documentation to ensure accuracy and support operational visibility.
- Audit daily customer updates through 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.
What We're Looking For
- 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. This role requires clear communication in both languages, verbally and in writing.
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations.
- Excellent listening, problem-solving, and conflict resolution skills.
- Strong organizational skills, including effective scheduling and managing workload volume.
- Skilled at managing multiple projects, prioritizing tasks, and performing well under pressure in a fast-paced environment.
- 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.
Nice to Have
- 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.
- 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.
Technical Stack
- Microsoft Office (Word, Excel, PowerPoint, SharePoint)
- SAP
- CRM or ticketing platforms (e.g., Five9, Zendesk)
Benefits & Compensation
- Compensation: $50,200.00 - $75,400.00 Annual
- 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
Medline Canada, Corporation is proud to be an equal opportunity employer.
