Customer Service Representative

4 weeks ago

Ottawa, Canada Nordion Full time

Reporting to the Manager Customer Service, the Customer Service Representative at Nordion is responsible for customer order management and ensuring the successful execution of all order deliverables.

This role requires close collaboration with Customer Account Managers to meet business targets and provide exceptional customer service. The Customer Service Representative plays a vital role in maintaining effective relationships with external customers and internal stakeholders, representing Nordion and Sotera Health's brand in a positive manner.

Key Responsibilities:
Ensure successful execution and fulfillment of customer orders for all customers within a designated portfolio.

Create and manage sales orders in the Oracle ERP system, overseeing the order process from quote to cash, including invoicing.

Collaborate with internal cross-functional groups to establish product, logistics, and regulatory requirements necessary for customer shipments.

Ensure compliance with all necessary permit requirements defined by external regulatory bodies.

Schedule installation resources, where applicable, to facilitate smooth installations for customers.

Maintain regular communication with customers to provide updates on the status of their orders, coordinate delivery arrangements, installations, etc. Conduct customer follow-ups to assess the overall performance of products or services delivered.

Assist the Customer Account Manager in addressing customer complaints in a timely fashion, facilitating internal information sharing to the appropriate parties for resolution.

Develop and nurture effective relationships with external customers and internal stakeholders, working towards building and representing the overall brand of Nordion and Sotera Health in a positive manner.

Drive continuous improvement activities for internal business processes and customer relationship management.

**Qualifications**:
Education: Bachelor's degree or College Diploma, preferably in business administration, marketing, or a related field.

Experience: Minimum of 3 years of experience in a customer-facing role, preferably in the healthcare, pharmaceutical, or related industry.

Skills and Competencies

Proven track record in managing customer accounts and delivering exceptional customer service.

Strong understanding of sales order management processes, preferably using Oracle ERP system.

Familiarity with product, logistics, and regulatory requirements in the healthcare industry is highly desirable.

Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.

Demonstrated problem-solving and conflict resolution skills.

Detail-oriented with strong organizational and time management abilities.

Ability to work independently and collaboratively in a fast-paced environment.

Proficiency in Microsoft Office suite.

Continuous improvement mindset with a focus on enhancing business processes and customer satisfaction.

Additional Requirements:
Backcheck

Occasional overtime

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