Job Description

Title: Customer Service Specialist
Location: Scarborough, Ontario
Shift Schedule: Monday - Friday 8:30A - 4:30P
Project Length: 9 month
37.5 hours weekly

Job Responsibilities:
Managing key stakeholder by monitoring electric orders, sending customer regular backorder reports, reviewing claims, etc. Many be asked to support call center if short staffed.

Customer Service Specialist
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 Client 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.

Supply and Order Management

• Leverage ERP in order to manage orders, trouble-shooting issues or provide service level reports.
• Taking and tracking orders for Rx / OTC products from retail customers wholesalers & hospitals, etc.
• Support field representatives and sales objectives by ensuring products supply for territory and provide relevant reports, order statuses and key product information.
• Co-coordinating hospital contracts and wholesaler order activities where needed.
• Develop close working relationship with retail pharmacies, wholesalers and distributors to ensure sufficient product supply.
• Process all Debit/Credits and handle billing adjustments (short ship, wrong ship, picking errors, overages etc.)
• Authorizing and processing of returns according to returns policy.
• Manage Donations Programs to support Health Care partners and patients in need.

Key Account Management

• Develop account specific processes, communications, reports and information to address issues and improve service levels and relationships with wholesalers and distributors.
• Trigger new product introduction activities including wholesalers\' product codes creations and set ups, orders, inventory distribution and deliveries.

Qualifications

• High school diploma completed. Preferred: College or Undergraduate Degree in

Business or Science

• 3+ Years customer service experience. Preferred: pharmaceutical industry experience
• 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 an asset but not required

Axelon Services