Job Description

About Apotex Inc.
Apotex is a Canadian-based global health company. We improve everyday access to affordable, innovative medicines and health products for millions of people worldwide, with a broad portfolio of generic, biosimilar, innovative branded pharmaceuticals and consumer health products. Headquartered in Toronto, with regional offices globally, including in the United States, Mexico and India, we are the largest Canadian-based pharmaceutical company and a health partner of choice for the Americas for pharmaceutical licensing and product acquisitions.
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Job Summary
Act as a "customer advocate" serving within Domestic Order Desk/Customer Service by demonstrating a good level of knowledge and professionalism with focus on improving the customer experience. Responsible for providing customers with prompt and efficient order processing and inquiry/complaint handling, while developing and maintaining effective working relationships with both internal and external stakeholders to support the business.
Agir en tant que defenseur des interets des clients au sein du service des commandes nationales/service a la clientele en faisant preuve d'un bon niveau de connaissances et de professionnalisme, en mettant l'accent sur l'amelioration de l'experience client. Effectuer le traitement des commandes des clients, des demandes et des plaintes rapidement et efficacement, tout en etablissant et en maintenant des relations de travail efficaces avec les partenaires internes et externes pour soutenir leur activite commerciale.
Resume du poste
Agir en tant que defenseur des interets des clients au sein du service des commandes nationales/service a la clientele en faisant preuve d'un bon niveau de connaissances et de professionnalisme, en mettant l'accent sur l'amelioration de l'experience client. Effectuer le traitement des commandes des clients, des demandes et des plaintes rapidement et efficacement, tout en etablissant et en maintenant des relations de travail efficaces avec les partenaires internes et externes pour soutenir leur activite commerciale.
Job Responsibilities

• Provide professional and efficient best in class service while entering, processing, verifying releasing and/or resolving customer issues including invoicing, shipping errors, lost shipments etc.
• Responsible for receiving, assessing, processing all Purchase Orders/Electronic Data Interchange (EDI) into SAP, with strong focus on service and required delivery dates. Where required, bring forward concerns/issues to management and implement accordingly.
• Receive and process orders, including Third Party, via right fax, mail, on-line, phone, etc. ensuring they are processed in an efficient, timely and professional manner while meeting customer required delivery dates.
• Work closely with Customer Service Representative - Quality Complaints and Key Accounts to assist and backup as required.
• Provide accurate, up to date product availability and pricing information to customers as aligned with corporate reports and systems to fulfil orders.
• Provide detailed analysis for unfulfilled orders and compose reports, for prioritization of orders/products when necessary. (Customer Backorder Reports).
• Liaise with Credit team to ensure orders are released accurately/efficiently. Provide clear communication to customers and Sales Representatives in cases where orders are on hold due to credit issues.
• Process claims for expired return claims, damages, over/under etc. via SAP/Sales Force as required and ensure accuracy of documentation and file accordingly.
• Manage permits for Controlled Substance/Precursor/Suspicious Order Monitoring (SOM). Ensure process is followed in accordance with Health Canada and appropriate SOPs, procedures/guidelines.
• As required, work closely with QA Recall team to coordinate/communicate product recalls both with internal departments and customers and ensure appropriate SOPs/procedures are followed.
• Support inquiries from Distribution, Accounts Receivable, Sales, Marketing, etc. and ensure detailed records are maintained upon completion of investigation for credits, debits, returns etc.
• Conduct regular audits to identify/manage all exceptions that can impact customer experience such as price discrepancies, credit blocks, duplicate orders, customer profile changes etc. and ensure they are updated accordingly in SAP.
• Conduct review of open cases logged in the Domestic Customer Service Database and manage assigned cases. Where required, escalate cases at risk of delay to management.
• Coordinate bulk shipments by requesting Bulk Yield Sheets to calculate final bulk quantities. Input bulk pail details in SAP to provide accurate shipping instructions to Warehouse/Distribution.
• Ensure hardcopy records (purchase orders, precursor, controlled substance licenses/permits, correspondence etc.) are properly maintained and filed.
• Recommend and/or participate in the development or revision of internal policies, procedures and standards.
• Work in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
• All other relevant duties as assigned.

Responsabilites inherentes a l'emploi

• Offrir le meilleur service professionnel et efficace de sa categorie en ce qui concerne la saisie, le traitement, la verification de l'emission ou la resolution de problemes des clients, notamment en ce qui concerne la facturation, les erreurs d'expedition, les expeditions perdues, etc.
• Responsable de la reception, de l'evaluation et du traitement de toutes les commandes d'achat/echanges de donnees informatises (EDI) dans SAP, avec un fort accent sur le service et les dates de livraison requises. Le cas echeant, faites part des problemes/preoccupations a la direction et mettez en oeuvre les mesures appropriees.
• Recevoir et traiter les commandes, que ce soit par telecopieur, par la poste, en ligne, par telephone, etc., en s'assurant qu'elles sont traitees de maniere efficace, rapide et professionnelle et en respectant les dates de livraison aux clients exigees.
• Collaborer etroitement avec le conseiller d'affaires responsable des plaintes liees a la qualite ainsi que des comptes cles pour assurer du soutien et effectuer des remplacements, au besoin.
• Fournir aux clients des informations precises et a jour sur la disponibilite et le prix des produits, conformement aux rapports et aux systemes de l'entreprise, afin d'honorer les commandes.
• Fournir une analyse detaillee des commandes non executees et rediger des rapports pour etablir l'ordre de priorite des commandes et des produits, au besoin.
• Traiter les reclamations pour les retours expires, les dommages, les excedents/manques, etc. via SAP/Salesforce et garantir l'exactitude de la documentation.
• Gerer les permis relatifs aux substances controlees et assurer le suivi des commandes suspectes. Veiller au respect des directives, des procedures operationnelles normalisees (PON) et des procedures/lignes directrices applicables de Sante Canada.
• Travailler en etroite collaboration avec l'equipe d'assurance qualite (AQ) pour coordonner et communiquer les rappels aux services internes et aux clients, et veiller a ce que les procedures appropriees soient suivies.
• Effectuer des examens, gerer les exceptions, assurer le suivi et repondre aux demandes de la distribution, des finances, des ventes, etc. et veiller a ce que des enregistrements detailles soient conserves dans les systemes pertinents a la fin des enquetes relatives aux credits, debits, retours, etc.
• Examinez les dossiers ouverts enregistres dans Salesforce et gerez les incidents en consequence. Si necessaire, signalez a la direction les incidents en retard.
• Coordonner/calculer les expeditions de rendement en vrac et les accelerer au besoin.
• Recommander et/ou participer a l'elaboration ou a la revision des politiques, procedures et normes internes.
• Travailler en respectant les regles de securite et collaborer avec les autres membres de l'equipe pour obtenir tous les resultats vises.
• Demontrer des comportements qui representent nos valeurs organisationnelles : la collaboration, le courage, la perseverance et la passion.
• Assurer l'adhesion sur un plan personnel a tous les programmes de conformite, y compris le programme mondial d'ethique et de conformite de l'entreprise, les politiques et les procedures mondiales sur la qualite, les politiques en matiere de securite et d'environnement et les politiques en matiere de RH.
• Toutes les autres taches pertinentes assignees.

Job Requirements

• Education

• Minimum College Education preferred

• Knowledge, Skills and Abilities

• Fluency in French required for Bilingual role
• Strong written and oral communication skills
• Proficient with ERP/MRP concepts and applications
• Proficient with Microsoft applications
• Strong organization skills and attention to detail
• Good analytical and decision-making skills an asset
• Ability to be an independent decision maker

• Experience

• Previous Customer Service and Call Centre experience an asset
• 5+ years experience in a Customer Service oriented role, with strong interpersonal skills
• Excellent written and verbal English & French communication skills
• Ability to work well during peak pressure periods
• Ability to work in a team environment

Exigences liees au poste

• Education

• Niveau d'etudes collegiales minimum souhaite

• Connaissances, competences et capacites

• La maitrise du francais est requise pour le poste bilingue.
• Excellentes competences en communication ecrite et orale
• Maitrise des concepts et applications ERP/MRP
• Maitrise des applications Microsoft
• Solides competences organisationnelles et souci du detail
• De bonnes aptitudes d'analyse et de prise de decision constituent un atout.
• Capacite a prendre des decisions de maniere independante

• Experience

• Une experience anterieure de service a la clientele et dans un centre d'appels est un atout.
• De trois a cinq ans d'experience dans un poste axe sur le service a la clientele, avec de solides competences interpersonnelles.
• Excellentes competences en communication ecrite et orale en anglais
• Capacite a bien travailler pendant les periodes de forte pression
• Capacite a travailler en equipe

At Apotex, we are committed to fostering a welcoming and accessible work environment, where all everyone feels valued, respected, and supported to succeed.
We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

Skills Required