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Join Our Team

Here at Stevens, we are more than just a leading Canadian medical supply distributor—we are driven by purpose. Our mission is to bring creative, top quality, affordable products and services to healthcare providers in an effective manner, and we know that starts with our people. The Stevens Company has been helping to shape Canadian healthcare for over 150 years, and each employee plays a key role in providing the exceptional service and comprehensive healthcare solutions we set out to achieve every day.

Position Overview

The Director of Customer Care provides strategic leadership and oversight of all customer care and order management activities across Stevens' six national distribution sites (Brampton, Anjou, Dartmouth, Surrey, Calgary, and Winnipeg), ensuring a consistent, high-quality customer experience. This role drives customer care excellence through strong team leadership, standardized processes, performance management, and cross-functional collaboration to achieve company-wide objectives in customer satisfaction, order accuracy, service levels, and operational efficiency. Responsible for leading high-performing teams across multiple sites, the Director fosters a customer-first culture, accountability, and continuous improvement to support Stevens' commitment to operational excellence and long-term growth.

Responsibilities

• Develop and execute a national customer care and order management strategy aligned with business goals and customer experience expectations.

• Lead, mentor, and develop customer care teams across all six distribution sites to ensure effective performance, professional growth, and alignment with company objectives.

• Own the end-to-end order management process including order entry, order accuracy, order status communication, returns/credits, and fulfilment coordination with warehouse and transportation teams.

• Drive standardization of customer care and order management processes, training expectations, and service standards across all locations.

• Establish, monitor, and continuously improve customer care and order management KPIs such as order entry accuracy, order cycle time, service level, response time, first-contact resolution, CSAT, and escalation volumes/trends.

• Oversee daily customer care operations including customer inquiries, issue resolution, returns/credits processing, backorder management, and service escalations, ensuring timely and professional outcomes.

• Serve as senior escalation point for complex or high-impact customer issues; ensure structured escalation management and root-cause corrective actions.

• Partner with Sales, Warehousing, Transportation, Procurement, Quality/Regulatory, Finance,



and Service & Repair to ensure seamless order fulfilment and consistent customer communication.

• Analyze customer feedback, order data, and service metrics to identify trends, risks, and improvement opportunities; implement sustainable process improvements.

• Support the implementation and optimization of customer care and order management systems and workflows (Tecsys Elite ERP, CRM, contact tools), improving visibility, productivity, and customer experience.

• Ensure customer care and order management policies, SOPs, and internal controls are documented, followed, and continuously improved; ensure compliance with applicable industry and regulatory requirements.

• Develop workforce plans, staffing models, and training programs across all sites to meet service expectations and support business growth.

• Partner with the National Trainer to design and implement standardized onboarding and ongoing training for all customer care staff.

• Provide regular reporting to executive leadership on customer care performance, order management metrics, customer risks, service trends, and strategic initiatives.

• Ensure seamless integration of customer care functions during acquisitions, subsidiary integrations, and organizational changes.

• Champion a culture of safety, professionalism, accountability, and continuous improvement across all customer care activities.

Qualifications Requirements

• Bachelor's degree in Business Administration, Operations Management, Communications, or related field (advanced degree or professional certification preferred).

• 8–12 years of progressive customer care/customer service experience, including 5+ years in a senior management role.

• Proven success leading multi-site or national customer care and order management teams in a B2B distribution, healthcare, medical device, or similarly operationally complex environment.

• Strong leadership with demonstrated ability to build teams, manage performance, and drive organizational change.

• Advanced analytical, problem-solving, and decision-making skills; experience using metrics and trend analysis to drive improvements.

• Expertise in order management processes, service level management, and continuous improvement methodologies.

• Excellent communication and influencing abilities at all organizational levels.

• Proficient in ERP systems (Tecsys Elite preferred), CRM platforms,



and Microsoft Office (advanced Excel required).

• Strong financial acumen with experience in resource planning and budget oversight.

• Bilingual English/French is an asset.

Personal Attributes

• Influential, effective leader with a commitment to mentoring and developing talent.

• Results-driven, proactive, and adaptable under pressure.

• Customer-centric with strong relationship-building abilities.

• Motivated to champion continuous improvement and operational excellence.

Reports To: Vice President of Operations or his/her designate

Compensation: $1,50,000 - $160,000 CAD

If interested in this role, please send your resume and Cover letter to:

Why Work at Stevens?

Success begins with the people who work towards it. When they feel valued, supported and empowered to reach their own potential, new ideas and innovations can thrive.

Therefore, we are committed to providing a comprehensive benefits and employee program that supports:

- Comprehensive Benefits: Full-time employees and their families receive robust coverage including extended health and dental plans and life insurance.

- Defined Contribution Pension Plan: Employer matched pension plan.

- Career Development: Professional growth opportunities.

- Opportunities for Advancement: We actively support internal growth and skill development to help you build a lasting career with us.

A Workplace Where Everyone Belongs

Diversity, equity, and inclusion are core to who we are. We respect, value and celebrate people from all backgrounds, and are committed to ensuring all feel supported and empowered to reach their full potential. We do not tolerate discrimination of any kind and foster a culture of respect and inclusion. Diverse viewpoints spark innovation and help deliver creative solutions; at The Stevens Company we celebrate diversity and recognize our staff for their abilities.

Get Involved!

Definitely not all work and no play, here at Stevens we love to get involved in activities that promote community, connection and good fun! Our Social Committee does a fantastic job of organizing various activities, games and events throughout the year, including but not limited to; STEVENGO, Family & Friends events, spirit days, holiday events and various fun-filled initiatives to support charities both local and national we are proud to partner with.

To learn more about the fun being had at Stevens, check out our :

com/company/the-stevens-company-limited

Grow With Us

If you’re passionate about helping others, thrive in a supportive and inclusive team environment, and want to be part of a company making a real difference in Canadian healthcare, we’d love to hear from you.

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