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Plexxus: Customer Support Representative


This is a Full-time position in Richmond Hill, ON posted September 18, 2020.

We are recruiting a Customer Support Representative to work at our Richmond Hill office and be broadly responsible for the following: Accountabilities:Responsible for HEAT ticket management:Accurately and timely log and assign all customer and vendor calls/emailsResearch details of each ticket and provide supporting details to the assignee when relevantEnsure required documentation is provided by the customer as per defined processes before creating the HEAT ticket i.E.

completed forms, invoice copiesReview Plexxus business forms to ensure correct approvals have been obtained according to process.


Plexxus Item Adds/Updates, Plexxus User Approval formsValidate assignee’s resolutions for accuracy and completeness and work with assignees to provide more accurate resolutions when requiredMonitor open HEAT tickets to prevent possible SLA breaches and identify/resolve any HEAT system issuesMaintain proficiency/expertise in navigating through and understanding the functionality of the Plexxus systems (MSCM, MFM, DMS)Maintain knowledge of each Plexxus functional area’s key responsibilities and processes to be able to provide better support to internal and external customersProvide 1st call resolution where possible with a continued focus on improving the monitored indicator to reach monthly target.

Examples include but not limited to:Provide Plexxus vendor information such as vendor numbers, address details, payment methodProvide Invoice status i.E.

matched, discrepant, approved, draftProvide payment details i.E.

Cheque and or EFT numbers, US or Canadian funds, cheque cleared dateProvide invoice details i.E.

matched date, received date, GL and or Expense account informationProvide remittance adviceObtain EFT information when requiredReview open invoice report for any creditsProvide backup Finance documentation when required i.E.

DMSRefax, Email or phone missing PO’s to vendorsUpdate POs when requested from end users or vendorsWork with Hospitals on resolving “needs receipt” invoice issuesAdd documentation to existing POs such as quotes, signed contracts etc.Auto-Receive and add vendor confirmation numbersExpedite orders as requiredProvide requested pricing informationWork with vendors to provide hospitals with ETAs, rush orders, pricing, and substitutes for back ordersUnlocking E-requisition accountsResetting E-requisition passwordsProvide users with training on MSCM applications, eReq trainingCoordinate activities between hospital/vendor and Plexxus departments to address customer needs and drive resolution of issues through the Customer Support DeskLeverage system and process knowledge to identify ongoing repeated issues and using Lean methodologies recommend solutions to resolve issues, work with department managers to implement resolutionsServe as both the first point of contact and escalation point for Hospital Users and VendorsDemonstrates exceptional service behaviors, provide feedback and coaching to Plexxus staff on opportunities for improvement in this areaBuild trust and positive productive working relationships with Customers (internal and external), consistently demonstrating ownership for ensuring their issues are resolved to their satisfactionTroubleshoot issues with customers and Plexxus staff as the need arisesEducate customers on Plexxus processes, assist in navigation of the Plexxus Customer PortalBalance the responsibilities of managing customer support and meeting established service levels versus team functional responsibilitiesBe a HEAT/customer service process expert/resource for Plexxus and work collaboratively with other Plexxus staff on the optimization of customer service and HEAT processesContinuously monitor the HEAT Call Logging and Alerts to ensure the customer is provided with an appropriate response to the issue raisedProvide ongoing HEAT System training to internal Plexxus staffGenerate weekly/monthly HEAT ticket KPI and weekly Open Ticket reports using web reportsWork with the Team Lead of Customer Support to identify and implement Customer Service Process Improvements within Plexxus and Member hospitalsQualifications: Post-Secondary Education (Business Related Degree Diploma)Intermediate knowledge MS Office SuiteFormal Lean training an asset2-3 years previous Customer Service, Help Desk or Operations experience in a computerized procurement/distribution environmentPrevious experience in a healthcare environment an assetPrevious experience in Procurement and/or AP an assetProficient in navigating MSCM, MFM, DMS, reporting tools and be versed in each functional area’s key responsibilities and processesStrong written and verbal communication and customer service skills with demonstrated experience handling sensitive, confidential issues and informationDeveloped listening and interactive skills to communicate detailed information and explanations to customers that require assistance and the ability to document issues clearly and conciselyDemonstrated organizational and time management skills with the ability to balance multiple priorities and demandsDemonstrated experience in identifying areas for process improvement, mapping existing and future processes and implementing improvementsCommitment to meeting defined Plexxus Customer Service SLA’s, while demonstrating empathy for the customer’s situationAbility to independently make sound decisions within parameters of established policiesProven judgment, problem solving and observation skills with accuracy and attention to detailPlexxus is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).