Bilingual Customer Service Supervisor

Value Proposition  As a leading partner in healthcare, Medline Canada's sole purpose is to make healthcare run better - this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.
Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:
Collaborative work environment with highly engaged employees
Market competitive compensation and benefits plan, including LTD & Insurance
RRSP with a company match
Annual Employee Appreciation Week
Paid vacation and personal days
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
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities
And much more…

Job Description Summary  The Bilingual Customer Care Supervisor is responsible for overseeing and optimizing processes that contribute to an exceptional customer experience. This involves leading, coaching, and empowering the Customer Care Team, as well as ensuring orders are processed efficiently and inquiries are resolved promptly. The position requires strong communication skills in English and French.
Responsibilities  Team Leadership & Development   Provide recognition, support, and coaching to team members, enhancing strengths and improving performance through regular connects and monthly one on one meetings
Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem‑solving abilities
Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly
Customer Care Operations   Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score)
Handle escalated customer complaints or issues that agents cannot resolve
Implement best practices to maintain high standards of customer service, including call/email audits and communication monitoring
Collaboration & Process Improvement   Work closely with other departments such as Sales, Purchasing, Logistics, Warehousing, to facilitate heightened customer inquiries and escalations when necessary
Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies
Conduct call and email audits, monitor communication channels, and implement best practices to maintain a high standard of customer service
Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction
Have a solid understanding of Net Promoter Scores (NPS) and the ability to leverage the results to drive meaningful improvements
Analyze regular reports on team performance, customer satisfaction, and relevant KPIs for management review
Compliance & Confidentiality   Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
Exercise discretion and sound judgment when handling sensitive employee or business information
Qualifications   College diploma (or equivalent)
Bilingual (French and English)
Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
Previous experience in coaching, training, and motivating teams
Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint) – ability to create and manage complex spreadsheets, reports, or presentations

Experience with SAP (or other ERP systems) 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
Exceptional listening, problem‑resolution and conflict management skills
Strong organizational abilities, including scheduling and volume management
Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed
Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast‑paced environment
Strong interpersonal skills; able to work both independently and collaboratively
Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST, including managing tasks during essential weekend and holiday periods

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