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 AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® 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.
ABOUT THIS ROLE
You’ll lead our Customer Experience team, coaching a group of representatives to deliver an exceptional Patient First/Customer First experience and accurate, efficient order-to-invoice execution for our medical device products.
You’ll report directly to the Manager, Customer Experience, and partner closely with commercial leads, finance, quality, and other internal teams – owning team performance, complex escalations, and continuous improvement, and stepping in as a leadership resource for other Customer Experience leaders when needed.
HATS YOU WEAR
People Leader
You build a team that’s accountable, customer-focused, and always getting better.
- Lead, coach, and develop the team with clear objectives, expectations, and performance standards.
- Give regular feedback, run call monitoring and coaching, and complete formal performance reviews.
- Plan capacity and workload to ensure coverage across supported markets and languages, and identify future capability and resource needs.
Operations Owner
You keep order-to-invoice running accurately, on time, and audit-ready.
- Oversee work allocation and open ERP orders, and approve RMAs, credits, and reinvoices within your authority.
- Ensure quarter-end and other critical activities are completed accurately and within required timelines.
- Maintain operational controls and documentation that meet company, quality, and medical device regulatory requirements, including ship holds and advisory notices.
Problem Solver
You take ownership of the hardest issues, and make sure they don’t come back.
- Own complex, high-risk, or escalated customer and operational issues, coordinating cross-functional resolution.
- Review customer service complaints and ensure root-cause analysis and corrective actions are completed.
- Ensure Accounts Receivable disputes are resolved accurately and within established timelines.
Insight & Improvement Driver
You use data and feedback to make the case for change, then lead it.
- Set, monitor, and report meaningful KPIs and service levels, turning performance data into clear, actionable insight for management.
- Lead continuous improvement initiatives, promoting standardized processes and best practices.
- Initiate system enhancement requests and take part in User Acceptance Testing for relevant technology projects.
Stakeholder Partner
You’re the voice of Customer Experience across the business.
- Build strong relationships with key customers, commercial leads, and internal stakeholders.
- Represent Customer Experience in business meetings, projects, and cross-functional initiatives.
- Communicate customer requirements, risks, and service issues clearly across functions, and bring customer insight into business planning.
MUST HAVE
- Post-secondary education (diploma or degree) in Business or a related field.
- 5+ years of experience in a customer-facing role, including leading a customer experience team.
- A track record of coaching, mentoring, and developing people, with a genuine interest in helping others grow.
- Strong understanding of order management and invoicing, including accounts receivable, credits, reinvoices, and dispute resolution.
- Strong analytical, problem-solving, and decision-making skills, with the ability to get to the root cause of complex issues.
- Demonstrated experience identifying and leading process improvement initiatives that improve customer experience and operational efficiency.
- Ability to manage competing priorities, allocate work and resources, and interpret KPIs and operational data to deliver consistently.
- Strong relationship management and influencing skills, with experience working cross-functionally.
- Hands-on experience with ERP and CRM systems, strong proficiency across the Microsoft suite, and experience in a Patient First/Customer First environment.
- Excellent written and verbal communication skills.
NICE TO HAVE
- Previous experience in a healthcare or medical device environment.
- Experience leading teams that support international markets, particularly Germany and the United States.
WHO YOU ARE
- A leader first. You put the success of your team ahead of your own agenda.
- Humble. Confident without arrogance, and open to learning from your team, peers, and customers.
- Hungry. You act without waiting to be asked, and you’re always looking for a better way to run things.
- People-smart and accountable. You read the room, own the outcome, and know the best results are shared ones.
WORKING CONDITIONS
- Office-based role, with the majority of work completed on a computer.
- Regular work week of 37.5 hours, with additional hours as required to meet ongoing business demands.
- Schedule that supports Customer Experience operations across international markets, including Germany and the United States, as required.
Trudell Medical Limited has been named one of Canada’s Best Managed Companies each year since 2022. The award is a mark of excellence for privately-owned Canadian companies.
Trudell Medical Limited is committed to providing fair and equitable compensation opportunities to all teammates. The range displayed on each job posting reflects the target for new hire salaries for the advertised position. Within the range, individual compensation is determined by job-related skills and knowledge, relevant professional, lived experience, and/or work location. Our compensation policies and practices are designed to allow our colleagues’ growth and salary progression as they develop in their role. As a candidate, you are encouraged to ask compensation-related questions and have an open dialogue with your recruiter, who can provide specific details for this role and share more information about our total rewards package.
As part of our recruitment process, we may use AI tools to screen applicants and assist in evaluating candidate qualifications. All final hiring decisions are made by our recruitment team.
We are an equal opportunity employer and it is important to our Company that all its employees, including those with disabilities, find our workplace to be welcoming and supportive. If you are a candidate with a disability who requires accommodations during the recruitment process, please let us know.
