Job Description

Description
Bilingual Customer Service Associate
Full-Time, PERM
Location: Mississauga, ON
Hours: Monday-Friday 8:30am-5:00pm, 1 hour lunch
Salary: $65,000.00
Client
Our client is a leading pharmaceutical distribution channel that continues to grow. Due to this tremendous growth, they are looking for a talented Bilingual Pharmaceutical Customer Support Specialist to add to their team of professionals.
Summary
The Bilingual Customer Support Specialist role will be responsible for both customer support functions and operations/admin functions supporting both hospital customers and manufacturers needs. This work includes managing the data of customer accounts ensuring data integrity and accuracy, setting up new customers, users, and manufacturers, supporting customers using the WebOMS (level 1 support), as well as acting as the back up to the Director, Customer Service. This role also oversees operational duties including overseeing the administrative duties/tasks performed by the office administrator to keep the operation running smoothly.
PERKS:

• Medical, Dental by SunLife: Benefits provided right away
• Tuition reimbursement
• Bonus: Personal annual: 8% can go to 10%, 100% achieved 10% -paid out in Oct 2024
• Opportunity for Growth for different project or supervisory roles- Project management
• 3 weeks vacation, may go to 4 weeks
• Personal/sick days + client is flexible
• Beautiful Work Space
• Great work culture
• Not a call center environment-5 calls daily

• Managing the data of the customer, user, and manufacturer accounts on various platforms including WebOMS - (adding users, updating ship to the bill to information, updating address and/or contact information, etc.)
• Ensure accuracy and integrity of data is in place
• Support the onboarding of new members and products using project management tools
• Support the Director, Customer Service to ensure that membership always receives a high level of service. Act as back up when Director, Customer Service is not available
• Providing allocation support to members
• Uploading product updates when product updates are received to ensure timely transfer of information
• Backorder management support; product alert message support
• Provide key performance data and reports to manufacturers on a regular basis
• Scheduling yearly Business review meeting and compiling presentation data for performance reviews with the manufacturers and customers as needed
• Providing support in creating and updating orders in special circumstances
• Providing customer service support (level 1) and ensure that customer question and concerns are addressed with follow up, analysis and resolution provided to the customers
• Maintenance of database, files, and contract reports
• Coordinate with logistics provider, members, and customers to ensure smooth business operations

• Bilingual French/English (Spoken/Written)
• Undergraduate degree required; suggested a field of study: B.A./B.S. in Business, Industrial Management, Finance, Engineering, or Logistics; B. Comm
• 2-3+ years of practical experience in pharmaceutical supply chain management and systems
• Individual must have experience in influencing others without authority and a proven record of working collaboratively with other departments. Must also have the communication skills to effectively communicate with internal and external Stakeholders.
• Excellent and professional communication, and relationship management skills
• Demonstrates multi-tasking, strong leadership, and communication skills/abilities across numerous functions within the business, without direct authority
• Excellent analytical problem-solving abilities
• Attention to detail and ability to quickly identify errors and correct them
• Strong proficiency with technology and various system applications