Customer Service Center Specialist III

Date: Mar 28, 2023



Location: Toronto, Ontario, Canada, M1B 2K9



Company: Teva Pharmaceuticals



Job Id: 46871

Who are we?

Teva is a global pharmaceutical leader and the world\'s largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world\'s largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we\'ve built a promising pipeline centered around our core therapeutic areas. We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

The customer service specialist provides timely responses to customer inquiries by telephone and/or e-mail in an in- or outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. Troubleshoots and resolves customer complaints.
Call Centre & Communications Management

• Responsible for providing a high level of customer service to all incoming and outgoing calls
• Manage e-mail, phone, fax enquiries in a timely manner and ensure tasks are assigned to the appropriate staff for follow-up and to advise additional staff members of customer concerns and needs.
• Act as a liaison between hospital groups, customers & Government health groups across Canada.
• Provide accurate product information on backorders and shortages, discontinued products, changes in inventory demands, formulary inclusion and shipping.
• Reconcile customer inquiries by investigating previous orders, invoices, deliveries and allowances and provide appropriate documentation relating to these investigations.
• Enter and track medical and product complaints in QA Assurance database and follow-up.
• Ensure compliance to the Pharmacovigilance requirements by reporting any safety information to Teva Pharmacovigilance team as per required training.
• Trigger and manage regular trade communications such as product recalls and reconciliations, price changes, product specifications, holiday schedules, and policy changes.

Required Skills

• High School Diploma. Preferred: College or Undergraduate Degree in Business or Science
• Minimum 3+ Years customer service experience. Preferred: pharmaceutical industry
• Experience with Oracle, SAP, Microsoft Office Knowledge (Outlook, Word, PowerPoint, Excel)
• Experience in order management, pharmaceutical order to cash and business
• Background in the pharmaceutical industry and/or order management is a strong plus
• Hands-on experience with advanced planning systems (i.e. SAP/APO, Oracle, i2, Manugistics, Demand Solutions, etc.).
• Advanced MS Office skills, specifically Excel.
• Bilingual in both French and English is a strong asset

Function

Sales Support

Sub Function

Customer Contact Center

Reports To

In process of validation

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva\xe2\x80\x99s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva\'s global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.