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Customer Success Associate

by Trudell Medical International

Location: London, ON
Date Posted: Sep 08, 2023
Trudell Medical International

Job Description

Customer Success Associate

As a member of the Customer Success Team, you are genuinely interested in learning about the customers we serve, help in resolving their issues with a positive approach. Provide excellent service to customers by addressing inquiries and accurately processing orders.


Responsibilities Include:

Creating Customer Success

  • Manage customer sales trends and actions and report out to sales and operations teams on customer success and opportunities
  • Liaison between multiple internal departments to ensure customer needs are met, including order processing, customer set-up, customer feed-back and complaint processing
  • Creatively solve problems presented by customers and follow the escalation process to obtain rapid support if issue cannot be resolved independently
  • Accurately enter order information into the ERP System and interpret the ERP data to be able to correctly process an order
  • Follow and document customer specific ordering processes: order acknowledgement, order processing and order completion
  • Build relationships with customers to improve customer satisfaction


Enable Sales and Marketing Team Success

  • Ensure marketing materials are made available to customers and sales team in a timely manner
  • Engage customers on new promotions by rolling out promotional material through the existing communication channels
  • Collect and feed-back customer comments and concerns to the marketing and sales teams
  • Identify, reproduce, and document bugs for the I.T. team, to continuously improve the e-commerce platform



  • Rapid response to internal or external inquiries via phone, e-mail and other electronic methods.
  • Utilize social media tools to monitor and communicate the product/business story.
  • Working effectively with Operations and Order fulfillment team to create simple, clear and timely communication related to customer orders, building trust for the company


Health and Safety

  • Ensure compliance with relevant health and safety legislation, including the Workplace Safety and Insurance Act, the Occupational Health and Safety Act, etc.



  • Degree or Diploma in International Business, Customer Service, Marketing, Accounting or a related field of study
  • 3 years of experience in customer service or customer facing role working in a medical, or consumer product related field
  • Worked in complex I.T. systems
  • Experience solving significant customer problems
  • Proficiency in writing and speaking French an asset
  • Additional language ability considered an asset, e.g. Spanish, Dutch, Arabic etc.
  • Excellent oral and written communication skills
  • Excellent interpersonal skills
  • Ability to work with little or no direct supervision
  • Ability to learn new computer software quickly
  • Ability to multi-task and drive continuous improvement.
  • Intermediate experience in MS Office (Excel, Work, PowerPoint, Outlook)


At an applicant’s request, TMI will make accommodation to its recruitment process to meet the needs of applicants with disabilities.