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Customer Care Manager

Full time, Permanent (Monday to Friday)

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Founded in 1992 and headquartered in Montreal, Canada, The Surgmed Group of Companies serves the Canadian and global healthcare markets with high-quality, competitively priced medical devices, all backed by world-class customer care. Together, our three unique companies—Advanced Surgi-Pharm Inc., Batrik Medical Manufacturing Inc., and Imperial Surgical Ltd.—strive to be leaders in delivering comprehensive healthcare value. At Surgmed, we place a profound emphasis on the quality of our products and the relationships we cultivate with our valued customers and partners.

We are seeking an experienced Customer Care Manager to lead our dynamic customer service team. Managing a team of 5 direct reports, you will play a key role in ensuring an exceptional customer experience, optimizing team performance, and aligning customer care initiatives with company goals. This is a hands-on leadership role ideal for someone who is passionate about operational excellence and developing strong, productive teams.

What You’ll Be Responsible For

  • Lead and manage a team of 5 customer care professionals, including recruitment, training, performance management, and ongoing development.
  • Continuously develop and maintain processes (procedures, work instructions, forms, and workflows) to improve productivity, quality of service, and foster a harmonious environment in the department.
  • Oversee policies and procedures to ensure on-time delivery of orders.
  • Support the Customer Care team by entering and processing orders, quotes, and pricing agreements when needed.
  • Oversee the EDI platform, transmissions, set up new trade partners, and troubleshoot errors.
  • Oversee, manage, and resolve non-conformities.
  • Oversee and develop customer price lists, pricing agreements, and quotes.
  • Maintain up-to-date price lists and product lists in Sales/CRM/ERP software.
  • Work closely with the sales team and Director of Sales & Marketing to support their needs.
  • Collaborate with the Production and Purchasing teams to ensure proper communication to customers and the sales team regarding product delays and/or shortages.
  • Foster a positive and collaborative team environment while maintaining high levels of motivation and accountability.

What You’ll Bring to the Team

  • Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
  • Minimum of 2 years of experience in preparation of quotes, order processing and invoicing in a fast-paced high volume, multi-product environment
  • Proven experience managing and developing a team to achieve performance targets.
  • Strong leadership, communication, and interpersonal skills.
  • Excellent problem-solving abilities with a customer-first mindset.
  • Proficiency with customer relationship management (CRM) systems and Microsoft Office Suite.
  • Ability to multitask, prioritize, and thrive in a fast-paced environment.
  • Bilingual in English and French is required (spoken and written).

Why You’ll Love Working Here

  • Company events
  • Dental care
  • Disability insurance
  • Flexible schedule
  • Life insurance
  • On-site gym
  • On-site parking
  • Paid time off
  • Vision care
  • VRSP

Additional Information

Apply Now
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