Customer Service Team Lead

7 months ago

Kirkland, Canada Merck Canada inc Full time

Job Description

Le Chef d’équipe, Service à la clientèle relève du Directeur Associé, Logistique et Soutien à la clientèle. Ce poste coordonne les activités administratives qui incombent au Service à la Clientèle et agit comme personne-ressource pour ce département. Le service à la clientèle fournit le lien de communication clé avec nos clients, les ventes, le marketing, les finances et le personnel de la logistique pour assurer un service optimal à notre clientèle totale, c'est-à-dire externe et interne.

Les tâches du Chef d’équipe comprennent les suivantes, sans s’y limiter:
Participer au développement et à l’implantation des procédures opératoires normalisées et des instructions de travail.

Entrer les prix en vigueur dans le système informatique dans les délais prescrits.

Maintenir les fichiers maîtres appropriés pour s'assurer que toutes les informations sont à jour et exactes.

Résoudre les problèmes demandant une attention immédiate dans le département.

Enquêter, analyser et résoudre toutes les demandes de déductions/crédits des clients dans les délais requis.

Examiner et résoudre les erreurs de transmission électronique des données (EDI) et les corriger de manière appropriée.

Traiter et vérifier chaque commande reçue des clients. S'assurer de l’exactitude de tous les détails ou instructions spéciaux pour assurer un service de première qualité.

Gérer les clients grands comptes, s'assurer que toutes les attentes des clients sont satisfaites.

Traiter toutes les demandes, internes comme externes, concernant le service à la clientèle.

Traiter et/ou rediriger, le cas échéant, toutes les demandes des clients telles que les autorisations de retour, les suivis des expéditions, les pénuries, les écarts de prix, les réclamations sur les produits, les demandes de remboursement, les notifications aux représentants des ventes, etc.

Fournir un soutien pour les promotions de nos produits, y compris des informations et des statistiques au besoin.

Se tenir au courant de la technologie, tels que suite MS Office, EDI, systèmes de saisie des commandes et de SAP, etc. afin d'optimiser et améliorer l'efficacité des communications avec les clients.

**Compétences**:
Capacité à traiter rapidement une grande quantité d’information, de façon précise et efficace.

Bonne maîtrise des systèmes informatisés et des logiciels Microsoft (Outlook, Excel, Word).

Bonnes aptitudes d’organisation et de gestion du temps.

Capacité à encourager et mobiliser son équipe.

Excellentes aptitudes à interagir et à communiquer clairement et efficacement (tant à l’oral qu’à l’écrit).

Capacité à travailler sous pression, tant au niveau individuel qu’au sein d’une équipe.

Capacité à travailler en collaboration avec diverses équipes multifonctionnelles.

Capacité à bien travailler un milieu nécessitant un rythme de réponse rapide et à gérer de multiples tâches dans un milieu dynamique.

**Expérience requise**:
**Éducation**: Diplôme d’études collégiales

Minimum de cinq (5) ans d’expérience pertinente au service à la clientèle, préférablement dans l’industrie pharmaceutique.

Expérience de travail avec le système SAP un atout.

**Langues**: bilinguisme requis (français et anglais), tant à l’oral qu’à l’écrit.

Conformément à la Stratégie de milieu de travail hybride de notre entreprise, ce poste sera exécuté au moyen d’une combinaison de travail à distance et de travail en personne (siège social de Kirkland) en fonction de la nature du travail à effectuer.

Nous sommes fiers d'être une entreprise qui embrasse la valeur de rassembler des personnes diversifiées, talentueuses et engagées. La façon la plus rapide d’innover est de rassembler des gens de diverses opinions dans un environnement inclusif. Nous encourageons nos collègues à remettre en question avec respect les problèmes de réflexion et d’approche de l’un et de l’autre. Nous sommes un employeur souscrivant au principe de l’égalité d’accès à l’emploi et nous sommes déterminés à

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