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