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Bilingual Order & Scheduling Coordinator (Capital Equipment)

INNOVA Medical Ophthalmics Inc -
North York, ON

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Détails du poste

Temps plein
De 50 000 $ à 60 000 $ par an

Profil recherché

Bilingue
Français
Vente
Diplôme d'études professionnelles
Gestion des stocks
Service à la clientèle
SAP
Systèmes PGI
Études postsecondaires
AEC
Logistique
Anglais
Microsoft Office
Gestion des horaires
Sens de l'organisation
Expérience en entrepôt
SAP ERP
Affaires
Compétences en communication
Exécution des commandes

Description complète du poste

Who We Are

INNOVA Medical Ophthalmics is Canada's largest distributor of ophthalmic instruments — from cutting-edge diagnostic equipment to advanced treatment lasers. We've been proudly serving the Canadian marketplace for over 40 years, and we're still growing. We're a passionate, close-knit team that takes pride in delivering exceptional service to eye care professionals across the country.

We're always evolving. We look to our team for ideas, we're open to trying new things, and we're not afraid to learn from our mistakes. That's how we've grown — and how we keep growing.

Why INNOVA?

We've been serving the Canadian marketplace for over 40 years — we're established, stable, and still growing
We're Canada's leading distributor of ophthalmic instruments and proud of it
We're a tight-knit team that celebrates the big moments — birthdays, work anniversaries, and everything in between
We're committed to setting you up for success with the tools, training, and support you need
We work with innovative, industry-leading technology that makes a real difference in patient care
We have the best team in the industry

We’re taking care of you today:

100% company-paid medical and dental — single or family coverage, no premiums out of your pocket
Want more? Additional coverage options if you need them

We’re helping to build your tomorrow:

Group RRSP with 100% employer match up to 3% of earnings — free money toward your future

Position Summary

The Bilingual Customer Experience Capital Coordinator is a bilingual (English/French) role based in North York. This role owns the end-to-end scheduling and coordination of capital equipment installations and trials, serving as the critical link between the sales team and customer. It's a role for someone who takes genuine pride in making things run smoothly, communicates with confidence in both official languages, and understands that great customer experiences don't happen by accident.

The right candidate embraces the all-hands-on-deck support for internal and external customers.

Key Responsibilities

Customer Experience

Serve as the primary point of contact for customers during the scheduling and pre-installation phase of a capital purchase
Communicate proactively with customers in their preferred language (English or French) throughout the coordination process
Handle customer inquiries related to scheduling, delivery timelines, and installation logistics with professionalism and warmth
Escalate unresolved customer concerns to the Operations Supervisor in a timely manner
Order Management & Administration
Ensure all orders are complete, compliant, and ready for processing prior to entry; apply checklists consistently
Enter and manage capital orders within the Order Management system (SAP Business One and/or Salesforce) (up to 35-40 orders at a time)
Review ordered items to do an accurate inventory level review, determination/computing on inventory availability to execute allocation decisions
Maintain accurate records of orders details, orders activity and customer (internal/external) communications
Capital Equipment Scheduling & Coordination
Determine logistical timeline and delivery plan to determine order release dates, customer receipt dates and installation dates
Review technician calendars to coordinate and schedule installation appointments based on required technician skill set, required installation time frame and technician availability
Coordinate with Operations team to initiate, prepare and ship out customer capital orders
Communicate directly with customers and sales representatives to confirm logistical plan, installation details and ensure site readiness

Sales Collaboration

Work closely alongside sales representatives as a committed partner in their success
Participate in deal handoff conversations to understand customer commitments and translate them into executable coordination plans
Support the sales team with order entry and evolving order statuses in a responsive, detailed and supportive manner

Assets

Experience with capital equipment, medical devices, or ophthalmic products
Familiarity with SAP Business One and/or Salesforce CRM
Post-secondary education in business administration, operations, or a related field

Key Competencies

The following competencies are critical to success in this role:

Competency

What It Looks Like in This Role

Collaboration & influencing

Actively supports sales success by building strong working relationships with sales and field teams; brings coordination expertise that frees sales to focus on selling

Customer Focus

Keeps the end customer experience at the centre of every scheduling and coordination decision

Planning & Priority Setting

Manages complex, shifting schedules across installations, demos, and trials without dropping the ball

Bilingual Communication

Communicates with equal confidence and clarity in English and French, both verbally and in writing

Process Management

Identifies workflow gaps and brings forward practical improvements; maintains accuracy and consistency under volume

Composure

Stays calm and solution-focused when schedules shift, customers escalate, or competing priorities collide

Qualifications Required

Bilingual — fluent in English and French, both written and verbal
Experience in a bilingual Canadian business environment (Ontario/Quebec markets)
2+ years of experience in a coordination, scheduling or order management operations role
Ability to review/decipher/calculate inventory levels and availability to coordinate effectively
Strong organizational skills with the ability to manage multiple active schedules simultaneously
Demonstrated ability to work collaboratively with sales teams without being directed by them
Excellent communication skills — professional, clear, and responsive in both languages
Proficient in Microsoft Office Suite; comfortable learning new systems quickly

Working Relationships

Reports to — Operations Supervisor
Works closely with — Sales Representatives, Field Technicians, Warehouse & Logistics, and Customer Experience team members
External contacts — Customers (clinics, hospitals, ophthalmology practices) across English and French Canada

Working Conditions

Office-based, North York, Ontario — with occasional hybrid flexibility at manager discretion
Standard business hours (37.5 hours per week); occasional flexibility required to accommodate scheduling across time zones or urgent customer needs
Fast-paced, collaborative team environment with regular interaction across sales, operations, and customer-facing functions

INNOVA is an equal opportunity employer. We are committed to fostering a diverse, equitable, and inclusive workplace where our team members feel valued, respected, and supported. We understand that diverse backgrounds, abilities, and experiences will continue to strengthen our business. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purposed of providing an accessible candidate experience.

Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits:

Casual dress
Company events
Dental care
Disability insurance
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
RRSP match
Tuition reimbursement
Vision care

Application question(s):

How would you rate your organizational skills on a scale of 1 to 10. 1 being little to no organizational skills and 10 being exceptional organizational skills.
This role requires you to be fully bilingual (French and English). Are you able to communicate fluently, both verbally and in writing, in a professional business setting?

Education:

AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

working with a distribution module in an ERP system: 1 year (required)
Order fulfillment: 2 years (required)
calculating virtual inventory levels: 1 year (required)

Language:

French (required)

Work Location: Hybrid remote in North York, ON M2H 2S4

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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : customer service coordinator (toronto on)

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