Customer Service Representative

4 months ago

Markham, 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 fast-paced environment

**Other Skills and Abilities**
- Excellent customer service skills including excellent oral and written communication skills
- Skilled in de-escalating 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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