Customer Experience Representative

At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory care, including the Aero Chamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the Aero Eclipse® brand of nebulizers.

Trudell Medical Limited is the Corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London, Ontario Canada.

Trudell Medical Limited is building a brand new Customer Experience team in St. John's, Newfoundland. Join the team and help build it, refine it, and watch it take off with one of Canada's Best Managed Companies.

• Must be available to work onsite at the St. John's, Newfoundland office 5 days per week.

You’ll join our Customer Experience team as a friendly, reliable voice customers turn to for orders and enquiries.

You’ll report directly to the Manager, Customer Experience, and partner closely with Technical Support, commercial leads, and other internal teams to keep customers informed, orders moving, and revenue and margins protected.

You’re the knowledgeable, steady voice customers rely on from first enquiry to final delivery.

• Deliver professional, responsive Patient First/Customer First service to internal and external customers.
• Act as a reliable point of contact, providing clear, accurate and timely information throughout the order and enquiry lifecycle.
• Proactively communicate delays, shortages and other issues affecting customer orders to customers and relevant commercial and internal stakeholders
• Ensure technical enquiries are appropriately directed to the Technical Support team

You take orders from quote to invoice with accuracy customers and finance can count on.

• Convert approved quotes to sales orders, and manage multi-channel orders within agreed timelines.
• Keep pricing, billing, delivery, and customer information accurate across our ERP and related systems.
• Process amendments, RMAs, credits, reinvoices, and manual invoices, plus market-specific work such as syringe recalibration for the U.S.

You own the tricky queries through to resolution, and know when to bring others in.

• Investigate and resolve routine and moderately complex order-to-invoice issues, including invoice disputes and pricing discrepancies.
• Support the resolution of invoice disputes and other order-to-invoice issues
• Identify recurring issues and work with relevant stakeholders to support sustainable resolution

You meet the standard every day, and help raise it for the team around you.

• Consistently meet service levels and compliance requirements, including completing advisory notice actions accurately and on time.
• Contribute to team measures like order accuracy, first-time resolution, query closure, and on-time delivery.
• Spot recurring issues, share trends with colleagues, and recommend improvements that make things better for customers and the team.

• 3–5 years of experience in a customer-facing role, including tracking and managing customer orders and enquiries.
• Hands‑on experience with ERP and CRM systems, and strong proficiency across the Microsoft suite.
• Good understanding of invoicing – order entry, accounts receivable, and basic accounting principles – and how it connects to the customer experience.
• Ability to investigate and resolve moderately complex customer, order, and operational issues, and to recognize when a matter needs to be escalated.
• Excellent written and verbal communication skills, including staying professional when managing dissatisfaction or challenging conversations.
• A…