The opportunity
Customer Service Representative
Full-time, Permanent
Location: Scarborough, Ontario
Hybrid: 3 days a week on-site
As a Customer Service Representative, you will be the first point of contact for our valued customers, ensuring their inquiries are handled with care and efficiency. Your role will be pivotal in creating a positive customer experience, as you will address their needs, resolve their issues, and provide them with accurate information. By leveraging your excellent communication skills and in-depth product knowledge, you will build strong relationships with our customers and contribute to their satisfaction and loyalty. Your ability to troubleshoot problems and offer effective solutions will be key in maintaining our high standards of service.
How you’ll spend your day
Call Centre & Communications Management:
Delivering top-notch customer service for all incoming and outgoing calls.
Managing e-mail, phone, and fax inquiries promptly, ensuring tasks are assigned to the appropriate staff.
Acting as a liaison between hospital groups, customers, and Government health groups across Canada.
Providing accurate product information on backorders, shortages, discontinued products, and more.
Investigating and reconciling customer inquiries related to orders, invoices, deliveries, and allowances.
Entering and tracking medical and product complaints in the QA Assurance database and following up as needed.
Ensuring compliance with Pharmacovigilance requirements by reporting safety information.
Supply and Order Management:
Leveraging ERP systems to manage orders, troubleshoot issues, and provide service level reports.
Taking and tracking orders for Rx/OTC products from retail customers, wholesalers, and hospitals.
Supporting field representatives and sales objectives by ensuring product supply and providing relevant reports.
Coordinating hospital contracts and wholesaler order activities.
Developing close working relationships with retail pharmacies, wholesalers, and distributors.
Processing all debit/credits and handling billing adjustments.
Managing Donations Programs to support healthcare partners and patients in need.
Key Account Management:
Developing account-specific processes, communications, reports, and information to improve service levels.
Triggering new product introduction activities, including product code creation, orders, inventory distribution, and deliveries.
Other Duties:
Performing additional tasks as assigned to support the team and organization.
