6 Aug 2026

Customer Care Coordinator

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POSITION TITLE: Customer Care Coordinator

POSITION TYPE: Full-Time – Permanent

LOCATION: Kohl & Frisch Limited (Concord, ON)

About Us
Founded in 1916, Kohl & Frisch Limited has a solid reputation in the healthcare industry that distinguishes it as the only national, Canadian-owned and operated wholesale distributor. A family-owned company, it is one of Canada’s leading national distributors and is the essential link between pharmaceutical manufacturers and healthcare providers. Kohl & Frisch is fully equipped to service large chain retailers, independent pharmacies, clinics, and hospitals for all their Rx, OTC, home healthcare, and front shop needs

What will you do?

Provides 2nd level of support to the Customer Service Representative’s (CSR’s) concerning issues

that they are not able to resolve or in instances where an escalated level of customer support is

Required

Provides guidance to the CSR’s to build on their knowledge and skills in order to increase first call

resolution

Provides direction and consultation for complicated client and operational roadblocks and setbacks

Utilizes Service Desk to manage flow of tickets and ensures (with the support of leadership) we remain within our ticket resolution SLAs at all times

Manages calls in the regular CSR queues in order to maintain their CSR skills and to support the overall service levels

Manages order issues that are identified through the various customer channels and strives to provide quick and efficient solutions leveraging expertise and internal business units





Finds opportunities to ensure customer satisfaction through proactive information sharing and effective solutions

Recommends process improvements for coordination of key account/client procedures

Provides input into various projects/initiatives that require a high level of product/customer expertise

Identifies and escalates issues in a timely manner that require leadership involvement

Various administrative duties and processes, usually related to unique accounts/customers processes that require a higher level of expertise (e.g. current store openings, review issue logs and communicate/escalate to Supervisor)

Responsible for several key Customer Service tasks including manual order entry, outbound communications, recall management and other ad hoc tasks and responsibilities as deemed necessary by the business

Hours of Work

Monday – Friday

Flexibility of work hours between 8:00am – Midnight

What You Bring

One (1) or more years of experience working as a CSR internally is required

Post-secondary education

Proven strong customer service orientation

Ability to multi-task and effectively address changing priorities

Very strong communication and customer service coaching skills

Solid priority management and time management skills

Conflict resolution and negotiation skills

Excellent analytical and problem-solving skills

PC skills (Microsoft word, excel, PowerPoint)

Kohl & Frisch Limited welcomes applications from individuals with disabilities and provides accommodations upon request for candidates taking part in the selection process.

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📌 Customer Care Coordinator (Ontario)
🏢 Kohl & Frisch
📍 Ontario