Advisor, Customer Relations, Supply Chain

 

Customer Care

Burnaby, BC

 

The Advisor, Customer Relations is a member of the supply chain management team who builds and fosters effective working relationships with stakeholders and develops an understanding of Health Authority (HA) customer challenges and upcoming initiatives to address customer needs, identify service improvement opportunities, and to ensure consistent application of Supply Chain (SC) processes & policies. This role is essential to ensuring quality of SC service and satisfaction of customers; functions as the first level of professional representation of SC with HA customers, maintains contact with the customers, collaborates with customers and SC teams, and provides advice regarding service changes, requirements and challenges. As a member of the management team the Advisor participates in SC projects, planning and initiatives, and attends customer meetings as a representative for Supply Chain as well as providing feedback on process, workflow and policy changes including automation, efficiencies and cost saving initiatives. Provides business analysis of issues, identify root cause and systemic issues, training issues; investigates solutions and supports implementing changes. The Advisor arranges and conducts meetings with the HA and collaborates with director and management level at the HA, and monitors customer inquiries through the call centre tracker tool to ensure service standards are being met and follows up with internal supply chain service areas as needed.

 

What you’ll do

• Develop and maintain effective business working relationships with designated customer portfolio, with a focus at the HA Manager-level. Act as a main point of contact for the HA customer including receiving complaints, understanding customer needs and expectations and discussing emerging business issues, or operational changes and improvement opportunities. Maintain ongoing communication with customers to ensure customers are informed of upcoming changes, that service problems are effectively addressed and needs are met as per agreed to service levels and timelines. Promote just-in-time process information and awareness of the service and Supply Chain practices. Work closely with senior HA staff and other staff to support program quality assurance initiatives and the audit process. Collect and collate data. Assist with the development of program resources and materials.
• As a key member of the supply chain Customer Relations and Promotions management team, participate in supply chain management discussions and a variety of Health Authority meetings. As a Supply Chain representative, the coordinator is privy to confidential and sensitive information regarding unionized Supply Chain and HA employees. Manage confidential and sensitive information in support of the HA Manager and other senior staff and respond to related questions and takes follow up action as needed.
• Investigate customer complaints and issues from various HA and supply chain staff, maintains logs and initiates dialogue with the customer HA staff and with internal Supply Chain businesses to identify root cause and systemic issues, training issues and ensure timely problem resolution. Makes determination as to whether report or escalate to HA or supply chain leadership of employee training requirements and errors.
• Liaise closely with internal and external stakeholders to identify opportunities for service improvement and sustainability. Participate in the analysis, identification and development of strategies for improving existing processes, deficiencies, systems and system integration by providing subject matter expertise and influencing decisions to enhance Supply Chain service delivery. Provide input to process, workflow, and policy changes including automation, efficiencies and cost saving initiatives.
• Perform business analyses through profiling customer ordering and spending, analyzing utilization and performance metrics, and benchmarking. Run statistical and usage reports as needed. Collect and collate data.
• Provide leadership to others in the form of guidance and direction on the interpretation and application of organizational and program policies and procedures as well as exchange of information to others internal and external; acts as a resource and point of contact for provincial office staff and partners.
• Provide work direction as required and participates in workload adjustments and job expectations conversations for staff, including bargaining unit team members. Orient new supply chain staff. Makes determination as to whether to report or escalate to HA or supply chain employee training requirements and errors to leadership.
• Manage and tracks customer inquiries for assigned portfolio area through the call centre tracker tool to ensure tickets are closed in a timely manner and in accordance with established service level agreements. Identifies customer service challenges and works with internal Supply Chain resources to address and resolve to the satisfaction of the customer.
• Assist with the development of program resources and materials. Composes, produces and maintains a variety of documents including correspondence, meeting minutes and other materials. Schedules and arranges internal and external meetings and follows up on meeting commitments.

What you bring

 

Qualifications

• A level of education, training, and experience equivalent to a Bachelor’s Degree in Commerce or Management or related discipline plus three (3) to five (5) years related experience at a leadership / management level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment.
• Ability to travel to customer locations within an assigned portfolio area, which may require flexible scheduling including evening and weekend travel time. Available to manage emergent situations as they arise outside of regular business hours.
• Demonstrated knowledge of the historic and ongoing impacts of settler colonialism on Indigenous Peoples in social and health contexts, including supported by significant knowledge of Indigenous-specific mandates, including clear understanding of and commitment to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety and Humility.
• Demonstrate comprehensive knowledge of the historic and ongoing impacts of settler colonialism and systemic racism on Indigenous Peoples within social and health contexts. This includes understanding how these factors contribute to current health disparities and barriers to care. Show a clear commitment to identifying, challenging, and eradicating Indigenous-specific racism and all forms of discrimination impacting equity-deserving groups within health care settings. This involves familiarity and understanding Indigenous Cultural Safety and Humility recognizing personal biases, institutional barriers, engaging in anti-racism education and training and advocating for systemic change.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments within Supply Chain Customer Care ontexts found in the foundational documents including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - BC Human Rights Code, BC Anti-racism Act and how they intersect across the health care system.

Skills & Knowledge

• Proven customer relations skills including problem-identification and resolution skills. Requires aptitude and demonstrated skills in developing and managing key relationships while driving business objectives and timelines. Ability to work effectively within a multi-site, multi-sector environment.
• Strong communication (both verbally and in writing), facilitation, persuasion and negotiation skills. Proven ability to resolve day-to-day operational issues and take prompt actions on addressing customer inquiries.
• Ability to exercise judgment on working within or outside of established processes and procedures. Established skills in business analysis including utilization, trending, performance metrics, and benchmarking.
• Ability to think systemically from a process improvement perspective. Proven self-motivated individual with the ability to work independently and to get things done. Demonstrated ability to contribute to a working environment that promotes team building.
• Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.
• Demonstrated ability to adjust to new or unexpected events and to deal with and/or guide others in the resolution of conflict issues. Demonstrated ability to lead, coach, consult, and to provide work direction.
• Demonstrated ability to operate related equipment, including software applications; ability to run statistical and utilization reports.
• Demonstrates a commitment to beginning and/or continuing their personal learning journey related to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Shows willingness to articulate and share their learning experiences to contribute to a culture of motivation and inspiration among peers.
• Demonstrates foundational knowledge of the social, economic, and political realities of settler-colonialism and its impacts on Indigenous peoples and equity-deserving groups within social and health contexts. Understands the impact of social determinants of health-on-health outcomes. Shows a commitment to learning about and upholding legislative obligations and provincial commitments outlined in foundational documents such as the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place: Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, the BC Human Rights Code, Anti-Racism Data Act, and the Distinctions Based Approach.

What we bring

 

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time

Salary Range: $74,618 - $107,264 /year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 1795 Willingdon Avenue, Burnaby BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 7:30-15:30 (Monday to Friday)
Requisition #: 194166E

 

What we do

 

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Create equity – Be courageous.

 

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

 

PHSA is committed to anti-racism and equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently excluded groups identified under the B.C. Human Rights Code.

 

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

 

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. PHSA is mandated to uphold legislative obligations and provincial commitments found in the foundational documents including the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

 

ATTN: PHSA Employees:

 

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at internaljobs.phsa.ca

 

Please note the internal job posting will no longer be accessible after the expiry date of February 3, 2026. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

 

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at internaljobshelpu@phsa.ca. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. A Help Desk Representative will respond to your inquiry within 1-2 business days.