Customer Service Representative

1 week ago

Markham, Ontario, Canada Bayshore HealthCare Full time
As part of the BSRx Team, the Customer Service Representative is the "Voice" to our ProRx and ICN/PSS customers. Under the supervision of the Sr.

Manager BD & Procurement, the Customer Service Representative is responsible for the management of all orders from both platforms and the management of all PSS kits in the warehouse.


DUTIES AND RESPONSIBILITIES

  • The processing of all orders from ProRx and BSRX online Portal maintaining updates on order status.
  • Handling inbound customer service inquiries related to order status, delivery status & requests for returns.
  • Address customer requests for amendments to orders including changes to quantity and substitutions based upon policies and procedures.
  • Provide timely communications to Picking and Inventory teams on any changes to active orders
  • Facilitate requests for returns & exchanges completing requests on the direction and advisement of the Client Relations Lead
  • Address customer inquiries re: status of shipments liaising with Logistics as required
  • Provide basic technical support to retail customers ordering via the Portal
  • Update client information as required.
  • File all necessary patient documents as per industry and company protocols daily.
  • Communicate effectively with Customers to ensure all requisitions are complete and accurate.
  • Input all telephone orders for various supplies and services and coordinate delivery or pickup as required.
  • Able to reconcile orders to ensure proper billing for accounts.
  • Manage the ordering and stock levels for all PSS kits with the respective program managers.
  • Communicate with PSS Program Managers to ensure all Service Level Agreements are being met.
  • Responsible for advising the kitting team on preparing kits for the respective programs.
  • Be able to provide full open availability to cover a variety of shifts 7 days a week, all year round.
  • Performs other duties as assigned to assist the business as needed.
Job Qualification

QUALIFICATIONS

Education

  • Minimum high school diploma or general education degree (GED); some college preferred

Experience

  • Minimum (1) year experience in customer service, data entry, coordination of activities, administrative support functions.
  • Experience in working in a fastpaced environment

Other Skills and Abilities

  • Excellent customer service skills including excellent oral and written communication skills
  • Skilled in deescalating issues and concerns as tabled by the customer
  • Team player with the ability to provide clear direction to Picking & Inventory on order needs
  • Excellent organizational skills, able to handle multiple tasks efficiently and effectively.
  • Ability to prioritize tasks to ensure deadlines are met
  • Skilled in problem solving and using good judgement to resolve issues

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