Customer Service Expert

4 weeks ago

Thornhill, Canada Galderma Full time

With a unique legacy in dermatology as well as decades of cutting-edge innovation, Galderma is the pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that spans the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermo-cosmetics, and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body’s largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we’re in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title: Customer Service Expert

Location: Thornhill, Canada (Hybrid)

**Job Description**:
The Bilingual Customer Service Expert will be responsible for acting as a liaison with Galderma’s internal teams.

Key Responsibilities
- Is responsible for providing high quality service to key customers, while helping them to adopt to a new standard ways of ordering Galderma products.
- Coordinate with partners to ensure accurate account creation and maintenance of customer data
- Answer inquiries from customers regarding their orders (e.g. Status, delivery date, etc.) As well as assist in resolving customer complaints
- Coordinate with customer and internal team(s) for order changes, cancellation, order splitting, invoice payment processing and manage order returns
- Notify customers of credit line closures
- Assist Dispute Management Role investigating claims and chargebacks
- Notify customer for rejected requests, trade spends, deductions/chargebacks or claims
- Processes RA’s for customers in accordance to the return policy terms and conditions
- Ensure all regional and contract pricing updates and customer credit limits are up to date
- Review Carrier exception reports and inform sales rep and customer if any action is needed
- Compile reports on overall customer satisfaction, service reports, and other Ad Hoc reports as required.

Skills & Qualifications
- Bilingual in English/French is required
- 5+ years relevant experience
- Demonstrate knowledge of inventory management procedures and general warehousing terminology and practices
- Strong investigative, data interpretation/manipulation
- Ability to work in a team environment, but also able to work independently with minimum supervision
- Above average organization, excellent follow up, and project management skills
- Advanced Excel Skills

Next Steps
- If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
- The next step is a virtual conversation with the hiring manager
- The final step is a panel conversation with the extended team

What we offer in return
- A great work environment with an inspiring work ambiance;
- Growth and development possibilities;
- An excellent benefits program starting day one;
- Pension program after one year of service (company contribution of up to 10%)
- Tuition Reimbursements
- Service awards program

Our people make a difference

At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

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