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Customer Service Specialist

4 months ago

Toronto, Canada Integrated Resources, Inc ( IRI ) Full time

Shift Schedule: Monday - Friday 8:30am - 4:30pm. Hybrid - 3 days on site and 2 days remote.Overtime: overtime is given after 37.5 straight time hours in a given week.Job Description:Call Centre & Communications ManagementResponsible for providing a high level of customer service to all incoming and outgoing callsManage 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.Supply and Order ManagementLeverage 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.QualificationsHigh school diploma completed. Preferred: College or Undergraduate Degree in Business or ScienceBilingual in both French and English is an asset but not required3+ Years customer service experience. Preferred: pharmaceutical industry experienceExperience with Oracle, SAP, Microsoft Office Knowledge (Outlook, Word, PowerPoint, Excel)Experience in order management, pharmaceutical order to cash and businessHands-on experience with advanced planning systems (i.e. SAP/APO, Oracle, i2, Manugistics, Demand Solutions, etc.).Advanced MS Office skills, specifically Excel.