Customer Service Representative, Supply Chain (Casual)

Customer Service Representative, Supply Chain (Casual)

Customer Care, BC Clinical & Support Services

Kelowna, BC

The Customer Service Representative (CSR) provides customer service through a support number and email for both internal and external customers that require assistance with supply chain functions. The CSR is the first point of contact with a goal of resolving customer inquiries at first contact in a professional manner. The CSR records and assigns complex inquiries to the various supply chain areas within BCCSS and provides timely resolutions/solutions for less complex inquiries. Inquiries are entered into a database for tracking and monitoring along with maintaining accurate records for tracking, reporting, and auditing purposes. The CSR also orients various health authorities on how to navigate through Supply Chain applications and related systems. The CSR supports other Customer Relations and Promotions staff through a support role as required.

What you’ll do 

• Performs duties such as responding either verbally or by email to questions or problems from customers; takes appropriate action to resolve issues and follow-up in a timely fashion. Escalate complex customer inquiries to the appropriate Customer Relations staff and maintain customer contact until request is resolved and the customer has been provided status, progress and resolution.
• Records support calls into a database for reporting. Collects, compiles and summarizes information on requests and prepares regular reports.
• Orients customers on how to submit accurate requisitions. When requested by purchasing staff, forward purchase requisitions to appropriate health authority customer for approval
• Orient customers on how to check order status, how to forward purchase requisitions to the appropriate approving authority, and how to navigate through supply chain applications and the customer portal.
• Provide customer with process on how to request to add items to inventory
• Provide information to the customer on how to request a new product, product evaluation, and demonstrations.
• Obtain the necessary access and approvals from the manager/supervisor for customer’s requiring access for ordering goods and services.
• Identify customers that no longer require access to purchase goods and services and respond to customer requests to have these customers’ access removed.
• Ensures that purchasing policies and procedures are followed and provides necessary support to ensure future compliance.
• Investigates requisition-related discrepancies and refers problems to appropriate staff.
• Designs/revises a variety of forms that are related to the customer service functions such as: requisitions, ordering approval access forms, , customer presentation for placing requisitions. Reviews information changes related to Material Service dictionaries and ensures the changes are per dictionary policies. Provide support to end users on dictionary policies as required. Enter approved information into the Material Management Dictionaries.
• Liaise with other internal business streams to assist with customer issues and identify educational opportunities for the customer.
• Identify receiving issues at HA’s sites, orient customer to ensure receiving meets required deadlines at the various HA sites. Blind receive in the receiving system when required.
• Receives, logs, sorts, and distributes incoming and outgoing mail, emails, faxes and internal correspondence and any other related documents to appropriate staff and HA’s.
• Operate standard office equipment.
• Reserve meeting rooms and arrange conference calls as required. Process requests for vendor appointments for participating HA’s.
• Maintain contact lists for internal supply chain staff as required.
• Supports other customer relations staff by assisting in the gathering and bringing forward information for use in improving processes for internal and external customers. Assist with the creation and updating of support materials. Ensure consistent and up to date information is provided to the customer.
• Under the request and direction of IMIT staff, test the materials management modules prior to the release of a new version that may impact the current Customer Relations customer support.
• Provide support to internal and external customers for purchasing card transactions and usage.
• Perform other related duties as assigned such as: clearing paper jams, reloading paper trays, packaging and storing files, creating and maintaining file systems.
• Performs other related duties as required.

What you bring

Qualifications

• Grade 12, and three years’ recent, related experience or an equivalent combination of education, training and experience.
• Experience with multi-line telephone system.
• Ability to keyboard at 50 WPM.

Skills & Knowledge

• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively with a proven track record of delivering excellent customer service, problem solving and ability to work collaboratively with other team members.
• Ability to demonstrate resolution of issues and continuous improvement of the customer service centre.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Casual (Casual is defined as on call with no guaranteed hours. Shifts can be called out via short call (1-5 hours of notice) or pre-booked).
Wage: $29.40/hour + 13% in lieu
Location: Reid's Corner - 104-2355 Acland Road, Kelowna
Hours of Work: 07:30-15:30 Monday-Friday
Requisition #: 169582E

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.