Position:        Customer Support Representative
Department:  Customer Service
Reports to:     Director, Purchasing and Accounts Payable
Location:        Richmond Hill
Status:           Permanent Full-Time
Posting:         687

Plexxus is a not-for-profit shared services organization which provides value added services to its Member and Customer hospitals.


Plexxus provides Transactional (Distribution, Logistics, Purchasing, Product Support, Accounts Payable), Strategic (Sourcing, Spend Management, Supplier Management, Contract Management, Innovation & Strategic Partnerships) and Support and Enablement (Information Technology, Data Governance & Management, Customer Relationship Management, Corporate Services) services.


VISION: Plexxus is the leading shared service organization in Canadian healthcare.

MISSION: Plexxus relentlessly delivers value to its Members and Customers through service excellence.

VALUES: Excellence, Responsive, Accountable, Collaborative


Plexxus serves a diverse group of hospitals consisting of specialty, community based, academic and research hospitals. Plexxus Member hospitals include: Holland Bloorview Kids Rehabilitation Hospital, Lakeridge Health, North York General, Sinai Health System, St. Joseph’s Health Centre, Scarborough and Rouge Hospital, Sunnybrook Health Sciences Centre, Toronto East Health Network, University Health Network, and Women’s College Hospital. Plexxus Customer hospitals include: Campbellford Memorial Hospital, Haliburton Highlands Health Services, Mackenzie Health, Markham Stouffville Hospital, Northumberland Hills Hospital, Peterborough Regional Health Centre, Ross Memorial Hospital, Royal Victoria Regional Health Centre, Southlake Regional Health Centre, and Stevenson Memorial Hospital.

We are recruiting a Customer Support Representative to work at our Richmond Hill office and be broadly responsible for the following: 


Scope of Responsibility and Key Accountabilities:

  • Responsible for HEAT ticket management
    • Accurately and timely log and assign all customer and vendor calls/emails
    • Research details of each ticket and provide supporting details to the assignee when relevant
    • Ensure required documentation is provided by the customer as per defined processes before creating the HEAT ticket i.e. completed forms, invoice copies
    • Review Plexxus business forms to ensure correct approvals have been obtained according to process. i.e. Plexxus Item Adds/Updates, Plexxus User Approval forms
    • Validate assignee’s resolutions for accuracy and completeness and work with assignees to provide more accurate resolutions when required
    • Monitor open HEAT tickets to prevent possible SLA breaches and identify/resolve any HEAT system issues
    • Maintain proficiency/expertise in navigating through and understanding the functionality of the Plexxus systems (MSCM, MFM, DMS)
    • Maintain knowledge of each Plexxus functional area’s key responsibilities and processes to be able to provide better support to internal and external customers
    • Provide 1st Call resolution where possible with a continued focus on improving this monitored indicator to reach stretch targets. Examples include but not limited to:
    • Provide Plexxus vendor information such as vendor numbers, address details, payment method
    • Provide Invoice status i.e. matched, discrepant, approved, draft
    • Provide payment details i.e. Cheque and or EFT numbers, US or Canadian funds, cheque cleared date
    • Provide invoice details i.e. matched date, received date, GL and or Expense account information
    • Provide remittance advice
    • Obtain EFT information when required
    • Review open invoice report for any credits
    • Provide backup Finance documentation when required i.e. DMS
    • Refax, Email or phone missing PO’s to vendors
    • Update POs when requested from end users or vendors
    • Work with Hospitals on resolving “needs receipt” invoice issues
    • Add documentation to existing POs such as quotes, signed contracts etc.
    • Auto-Receive and add vendor confirmation numbers
    • Expedite orders as required
    • Provide requested pricing information
    • Work with vendors to provide hospitals with ETAs, rush orders, pricing, and substitutes for back orders
    • Unlocking E-requisition accounts
    • Resetting E-requisition passwords
    • Provide users with training on MSCM applications, eReq training
    • Coordinate activities between hospital/vendor and Plexxus departments to address customer needs and drive resolution of issues through the Customer Support Desk
    • Leverage system and process knowledge to identify ongoing repeated issues and using Lean methodologies recommend solutions to resolve issues, work with department managers to implement resolutions
    • Serve as the both the first point of contact and escalation point for Hospital Users and Vendors
    • Champion of “value through exceptional service”, consistently leading by example to demonstrate exceptional service behaviors, provide feedback and coaching to Plexxus staff on opportunities for improvement in this area
    • Build trust and positive productive working relationships with Customers (internal and external), consistently demonstrating ownership for ensuring their issues are resolved to their satisfaction
    • Troubleshoot issues with customers and Plexxus staff as the need arises
    • Educate customers on Plexxus processes, assist in navigation of the Plexxus Customer Portal
    • Balance the responsibilities of managing customer support and meeting established service levels versus team functional responsibilities
    • Be a HEAT/customer service process expert/resource for Plexxus and work collaboratively with other Plexxus staff on the optimization of customer service and HEAT processes
    • Continuously monitor the HEAT Call Logging and Alerts to ensure the customer is provided with an appropriate response to the issue raised.
    • Provide ongoing HEAT System training to internal Plexxus staff.
    • Generate weekly/monthly HEAT ticket KPI and weekly Open Ticket reports using web reports
    • Work with the Director, Purchasing and Accounts Payable to identify and implement Customer Service Process Improvements within Plexxus and Member hospitals.



  • Post-Secondary Education (Business Related Degree Diploma)
  • Intermediate knowledge MS Office Suite
  • Formal Lean training an asset
  • 2-3 years previous Customer Service, Help Desk or Operations experience in a computerized procurement/distribution environment
  • Previous experience in a healthcare environment an asset
  • Previous experience in Procurement and/or AP an asset



  • Proficient in navigating MSCM, MFM, DMS, reporting tools and be versed in each functional area’s key responsibilities and processes
  • Strong written and verbal communication and customer service skills with demonstrated experience handling sensitive, confidential issues and information
  • Developed listening and interactive skills to communicate detailed information and explanations to customers that require assistance and the ability to document issues clearly and concisely
  • Demonstrated organizational and time management skills with the ability to balance multiple priorities and demands
  • Demonstrated experience in identifying areas for process improvement, mapping existing and future processes and implementing improvements
  • Commitment to meeting defined Plexxus Customer Service SLA’s. while demonstrating empathy for the customer’s situation
  • Ability to independently make sound decisions within parameters of established policies.
  • Proven judgment, problem solving and observation skills with accuracy and attention to detail


Interested candidates please apply by resume to Plexxus Human Resources at This email address is being protected from spambots. You need JavaScript enabled to view it..

While Plexxus thanks all applicants, we advise only those who qualify for an interview will be contacted.

Plexxus is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).


Posting Date: October 18, 2018 Closing Date: Ongoing