Bilingual Customer Service Representative

6 months ago

North York, Canada Apotex Inc. Full time

**About Apotex Inc.**

**Job Summary**:
Act as a “customer advocate” serving within Domestic Order Desk/Customer Service by demonstrating a good level of knowledge and professionalism with focus on improving the customer experience. Responsible for providing customers with prompt and efficient order processing and inquiry/complaint handling, while developing and maintaining effective working relationships with both internal and external stakeholders to support the business.

**Responsibilities**:

- Provide professional and efficient best in class service while entering, processing, verifying releasing and/or resolving customer issues including invoicing, shipping errors, lost shipments etc.
- Responsible for receiving, assessing, processing all Purchase Orders/Electronic Data Interchange (EDI) into SAP, with strong focus on service and required delivery dates. Where required, bring forward concerns/issues to management and implement accordingly.
- Receive and process orders, including Third Party, via right fax, mail, on-line, phone, etc. ensuring they are processed in an efficient, timely and professional manner while meeting customer required delivery dates.
- Work closely with Customer Service Representative - Quality Complaints and Key Accounts to assist and backup as required.
- Provide accurate, up to date product availability and pricing information to customers as aligned with corporate reports and systems to fulfil orders.
- Provide detailed analysis for unfulfilled orders and compose reports, for prioritization of orders/products when necessary. (Customer Backorder Reports).
- Liaise with Credit team to ensure orders are released accurately/efficiently. Provide clear communication to customers and Sales Representatives in cases where orders are on hold due to credit issues.
- Process claims for expired return claims, damages, over/under etc. via SAP/Sales Force as required and ensure accuracy of documentation and file accordingly.
- Manage permits for Controlled Substance/Precursor/Suspicious Order Monitoring (SOM). Ensure process is followed in accordance with Health Canada and appropriate SOPs, procedures/guidelines.
- As required, work closely with QA Recall team to coordinate/communicate product recalls both with internal departments and customers and ensure appropriate SOPs/procedures are followed.
- Support inquiries from Distribution, Accounts Receivable, Sales, Marketing, etc. and ensure detailed records are maintained upon completion of investigation for credits, debits, returns etc.
- Conduct regular audits to identify/manage all exceptions that can impact customer experience such as price discrepancies, credit blocks, duplicate orders, customer profile changes etc. and ensure they are updated accordingly in SAP.
- Conduct review of open cases logged in the Domestic Customer Service Database and manage assigned cases. Where required, escalate cases at risk of delay to management.
- Coordinate bulk shipments by requesting Bulk Yield Sheets to calculate final bulk quantities. Input bulk pail details in SAP to provide accurate shipping instructions to Warehouse/Distribution.
- Ensure hardcopy records (purchase orders, precursor, controlled substance licenses/permits, correspondence etc.) are properly maintained and filed.
- Recommend and/or participate in the development or revision of internal policies, procedures and standards.
- Work in a safe manner collaborating as a team member to achieve all outcomes.
- Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
- Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
- All other relevant duties as assigned.

**Job Requirements**:

- Education
- Minimum College Education preferred
- Knowledge, Skills and Abilities
- Fluency in French required for Bilingual role
- Strong written and oral communication skills
- Strong organization skills and attention to detail
- Good analytical and decision-making skills an asset
- Ability to be an independent decision maker
- Experience
- Previous Customer Service and Call Centre experience an asset
- 3-5 years experience in a Customer Service oriented role, with strong interpersonal skills
- Excellent written and verbal English communication skills
- Ability to work well during peak pressure periods
- Ability to work in a team environment

At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

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