Customer Service Representative

3 weeks ago

SaintLaurent, Canada Lantheus Medical Imaging, Inc. Full time

To enhance our business by providing excellent customer service to our healthcare customer base of pharmacies, hospitals, and clinics. Efficiently service our customers by fulfilling customer requests for products by correctly managing product inventory with consideration to decay and licensing requirements.

**Essential Functions**
- Performs all tasks associated with order processing, maintaining re-supply orders and product returns for all Domestic and some International customers. Assumes responsibility and promptly addresses all issues.
- For International Orders; advises Billerica of production demands; creates manual packing slips for all Generator and Vial orders for Distribution Center, needed in advance for broker (Panalpina)/AC booking and clearance. Handles COR requests for Shanghai. Runs monthly statements and invoice reports.
- For Domestic Orders; sends Air Canada and/or FedEx Waybill to brokers/customers.
- Sets-up new customer master files in LX and manages the maintenance of existing ones to ensure accuracy of pertinent information such as ship-to points, product transport routing, etc..
- Works with Distribution Centre and others to expedite delayed, emergency, or special shipments, as well as transport incidents involving dangerous goods.
- Orders kits to Lantheus US
- Takes action on customer orders on CNSC license hold
- Releases orders that meet limits at time of delivery
- Works with customers to manage delivery of orders that must be split
- Advises customers that increased license limits may be required
- Runs Monthly License Expiration Report
- Enters new License in LX
- Follows up with customers on their upcoming expired licenses and updates amended ones
- Sends Lantheus license to FedEx and Customer (Gen returns)
- Researches and resolves customer inquiries or complaints relating to product, service or invoicing issues.
- Prepares and distributes written report of all complaints and results.
- Prepares paperwork for Credits/Re-Billings, for approval
- Monitors customer Thallium and Gallium requirements and places weekly orders on Billerica for Canadian labelled product, based on estimated demand.
- Ensures sufficient inventory of certain kit products and manages their allocation during restricted supply periods to ensure widest possible distribution.
- Communicates with US Production on Requirements/Demands
- During product shortage, assists management on cut calculations
- Runs Monthly Invoice Reports
- Communicates with Sales and Management to keep them informed of any issues that may impact customers and result in inquiries or complaints, or involve competitive information.
- Validates accuracy of REQ requests and proceeds to their creation, for eventual conversion(s) to PO’s.
- Provides weekly reports (Fridays) for Hot Products moving through DC on weekends. Also provides on Fridays, to QC (Canada) on Hot Products shipped from BF to Canada (all transports) - always for period of prior Sunday to following Saturday
- Backup for Office Management (mail, courier, etc.), as required
- Weekend (or other, as needed) Transportation tracking (Air Canada) shipments
- Actively promotes safety rules and awareness. Demonstrates good safety practices at all times including the appropriate use of protective equipment. Reports and takes initiative to correct safety & environmental hazards.
- Actively demonstrates the Lantheus values of accountability, communication, customer commitment, entrepreneurial spirit, integrity, safety and teamwork.

**Typical Minimum Skills and Experience and Education**:

- Associate Degree/CEGEP or higher, plus 2 years of customer service experience, or equivalent.
- Bilingual (French and English)

**Other Requirements**
- Routinely scheduled work, and or overtime work required on evenings, weekends, and or holidays and, even in adverse weather conditions. See Essential Personnel Policy.
- Occasional overnight travel required based on business need.
- Must complete relevant certifications, tests, and or exams required for compliance with internal standards and regulatory agencies within established timelines for position.

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