Customer Service Representative Ontario

Customer Service Representative (12‑month fixed‑term contract)

We are searching for the best talent for a Customer Service Representative to join our J&J Vision team in Markham, Ontario, Canada. This role acts as a pivotal link between customers and the company, managing order fulfillment activities and customer inquiries via phone, fax, email, and EDI.

Fueled by innovation at the intersection of biology and technology, the Vision team develops the next generation of smarter, less invasive, and personalized treatments. Our products and services address pediatric to aging eye needs, supporting eye care professionals and patients to protect, correct, and enhance sight.

• Process all customer orders by phone, fax, email, or EDI; validate data for pricing, terms, exceptions, and special shipping requirements; validate certification where applicable; process from entry through shipment and invoicing.
• Resolve all customer queries and complaints on orders and invoices with a problem‑solving mindset.
• Support providing alternative recommendations and solutions to improve organizational processes.
• Advise customers on product availability and inventory status.
• Partner with multiple internal departments to enable process improvement.
• Lead investigations to determine root cause of issues and implement systemic corrective actions.
• Analyze order trends, claims, and service metrics to identify opportunities for process, system, or service improvements.
• Partner closely with Sales, Supply Chain, Quality, and Finance to resolve systemic issues impacting customer experience or order fulfillment.
• Maintain customer account information and related billing paperwork to ensure efficient billing.
• Provide outstanding customer support in day‑to‑day interactions.
• Adhere to compliance standards and quality assurance/control by following SOPs.
• Assist with team initiatives as required.

• Minimum of a high school degree or higher.
• Minimum of 2 years customer service experience.
• Strong working knowledge of SAP and Microsoft Office (Excel).
• Excellent customer service with clear written and verbal communication; strong planning and prioritization skills.
• Keen attention to detail; conscientious and professional work approach with focus on precise data entry.
• Ability to build rapport across teams and maintain productive working relationships.
• Self‑motivated, organized, detail‑oriented; able to meet tight deadlines, solve problems efficiently, multitask, and manage time effectively.
• Strong analytical, organizational, and communication skills.
• Adept at cross‑functional collaboration with a customer‑first mindset and sense of urgency.
• Works with minimal supervision; exercises good judgment and consistent work habits.
• Comfortable in fast‑paced, high‑pressure environments; capable of urgent problem resolution.
• Telecommunications experience.
• Ability to prioritize tasks and perform under pressure.

The expected base pay range for this position is $56,000 to $90,275 CAD.

This role is a 12‑month fixed‑term contract. The Company uses Artificial Intelligence in its assessment of applicants.