Customer Advisor Team Leader

A Customer Advisor Team Leader is needed to join INVACARE customer service department.Invacare is a global leader in the Homecare and long term care.

Homecare : Invacare Homecare products allow consumers to stay active in their homes and communities. Using rehab (wheelchairs, scooters, seating and positioning systems), respiratory (oxygen and aerosol therapy) and standard (bath safety, walkers, beds) products, consumers may remain where they prefer — in the home.

Long-Term Care : Invacare long-term care products serve the long-term care market with a total product offering that includes beds, furnishings, bathing, mobility, respiratory, dialysis chairs, patient-care, transfer and transport equipment. Expanding its reach into the service industry, the long-term care group offers a wide range of programs that focus on interior design, injury reduction and facility compliance.
Job purpose
Lead a team of customer advisors and improve the team’s overall performance. Direct report to customer service manager.
Main Activities
Team Management : Lead a team of associates, establish performance metrics, enforce compliance, procedure adherence and accuracy of transactions and identify areas for improving team performance, manage the scheduling of resources and be responsible for creation and delivery of team training programs.

Project Management : Collaborate with other departments to develop and implement best in class workforce and order management processes, provide leadership and front line problem resolution on escalated issues, lead and/or participate in cross-functional teams and projects and develop, maintain and provide recommendations to systems.

Performance measurement : Utilize key departmental reporting tools, prepare and deliver annual performance reviews, ensure that all required training is identified for and completed by all direct reports, evaluate staffing needs and costs ; identifies, hires and promotes individuals with the right skills and competencies necessary to achieve superior results.

Quality : Ensure compliance with the Company’s Quality System policies and procedures.

Business relationship : Establish and maintain strong business relationships with applicable customer channel(s).

Customer Service activities : Provide phone support for dealers, consumers and internal customers, Handle external and internal customer transactions, process customer faxed and return material authorization, develop and maintain professional relationship within internal department so as to share product and procedural knowledge and analyze escalated issues and provide input for problem resolution. Manage the team’s overload and activities dispatch in an operational daily basis. Identify and implement necessary actions to achieve customer service quality performance indicators (% of calls, sales orders and quotes entry, request management lead time, …).
Education required:
  • Bachelor’s Degree
  • Associate’s Degree or equivalent work experience
Experience required:
  • 3 or more years of supervisory / management experience
  • 2 or more years with Oracle ERP or similar operating system
  • 3 to 5 years in a call center environment
Skills required :
  • French and English languages: strong oral and written communication
  • Computer skills: MS Office, Excel, Word, MS Access, QAD
  • Organizational skills : ability to priorize and manage multiple activities simultaneously
  • Ability to be assertive, show initiative and take appropriate action
  • Ability to make self-directed decisions and solving problems
  • Ability to work in a fast-paced environment
  • Knowledge of medical device market, healthcare regulatory and wheelchairs medium active, passive (would be a plus)
  • Knowledge of B to B sales environment and call centers
Invacare Poirier
Route de St Roch