Customer Service Representative

4 weeks ago

Richmond Hill, Canada Prollenium Medical Technologies Inc. Full time

ABOUT THE COMPANY:
Prollenium Medical Technologies Inc. is a fast-growing Canadian developer, manufacturer and international distributor of premium HA dermal filler. Prollenium is able to ensure a continual flow of creation, unique ideas, and a steady pipeline of new and exciting products that provide safe and effective results. US FDA, Health Canada, and CE approvals, over 4 million syringes in the Revanesse product line have been sold to 80+ countries world-wide. Prollenium is the only manufacturer of Hyaluronic Acid dermal fillers in North America. Join our dedication to innovation.

JOB SUMMARY:
Responsible for acting as a liaison between customers, sales reps and the company. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. This position reports to the SVP of Operations.

MAJOR RESPONSIBILITIES:
Process orders submitted by sales reps and/or customers in an efficient and accurate manner
Review account status prior to placing order (past due)
Process refunds/returns when required
Assist customers with complaints or inquiries related to product, services, or purchases, direct questions to other members as required
Record and report adverse events to Quality Assurance department
When setting up new account, verify medical license as required by state/province and confirm status
Take payment information and other pertinent information such as addresses and phone numbers
Charge customers using system when required and in a timely manner
Manage sales rep car stock orders, review for any violations to policy for order quantities
Notify sales reps when customer card is declined and work with sales reps to resolve the situation
Follow up with shipping for orders released and not processed
Send sales reports to sales reps upon request
Add customer records to system and verify medical license and all pertinent information required for reporting

MINIMUM QUALIFICATIONS:
Technical Knowledge/Experience
High School Diploma or College Diploma
1 year experience in customer service in an office environment
Excellent computer skills in Microsoft suite (Excel, Word, PowerPoint) and competence with inventory control software
Must be comfortable communicating with physicians over the phone
Ability to liaise with the Sales, Shipping, QA and QC Departments
Willingness to learn about gel fillers and cosmetic product lines

Behavioral
Demonstrated ability to apply the following behavioral competencies on the job:
Teamwork: Working effectively and productively with others
Written Communication: Writing clearly, succinctly and understandably
Problem Solving: Anticipating, analyzing, diagnosing and resolving problems
Organization and Planning: Utilizing logical, systematic and orderly procedures to meet objectives
Flexibility: Agility to adapt to change

Note: This is a 9-month contract position based out at our Richmond Hill office.

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