Philips Customer Fulfillment in Markham, Ontario

Customer Operations Specialist

Philips (NYSE: PHG, AEX: PHIA) is a leading health technology company focused on improving people's health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. Philips leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. The company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics, as well as in consumer health and home care. Headquartered in the Netherlands, Philips' health technology portfolio generated 2015 sales of EUR 16.8 billion and employs approximately 69,000 employees with sales and services in more than 100 countries. News about Philips can be found at .

Your Challenge

This role will allow you to use your strong Customer Service Skills in addition to the day-to-day account management activities which will provide you with a lot of variety.


You will be responsible to allocate, prioritize and manage customer orders based on available inventory

Investigate, evaluate, and resolve complex issues and complaints professionally and tactfully from customers and account team members

Plan and execute regular customer operation calls for each account

Communicate highlights and lowlights monthly for each account

Understand account On-Time and Fill Rate metrics for the accounts and establish root cause analysis as needed

Responsible for maximizing Fill Rate and On-Time Performance within the team ensuring coordination efforts with supply chain

Maintain an accurate database of the details regarding cuts on a weekly basis

Provide back-up support to COS team members as needed ( during peak time coverage, vacation, sick time, etc)

Recommend improved customer operations strategies and lead the implementation as required

Identify and champion customers’ needs and follow up on customer inquiries in “real time”

Provide responsive order management support such as order entry or expediting shipment information to customers

Proactively communicate supply chain issues and provide alternatives

Act as the first level of escalation on all account issues between internal and external customers

Attend technical training appropriate for a customer operations team member

Liaison with marketing, sales, and operations teams to improve the customer experience

Help to implement lean continuous improvement projects and change management activities

Ability to work flexible hours as needed

Oversee work procedures, ensure deadlines are met, and prioritize workload assignments

Ensure a close escalation process and support best practices

Build a strong relationship with other departments

We are looking for:

Minimum 3 years customer operations representative experience

Bachelor degree preferred or equivalent work experience

SAP an asset

Strong understanding of an Inventory Allocations Process

Proficient in all Microsoft Office applications (Word/Excel/PowerPoint)

Excellent time-management, organizational, and prioritization skills

Ability to communicate both verbally and written with customers

Strong relationship building skills illustrated through current or past work experience

Demonstrate sound judgment in decision making, abiding appropriately to establish guidelines and procedures

Experience working in a fast paced, high volume environment while maintaining standards for


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