Customer Experience Supervisor

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.