Customer Service Representative

2 months ago

London, Canada Jones Healthcare Group Full time

**Join Jones Healthcare Group - Where Innovation Meets Purpose**

At Jones, we’re committed to the environment, our team, communities, and consumers, and we're inspired to make a meaningful impact through advanced packaging and medication dispensing solutions.

**Summary of position**:
**If you love** **fostering positive customer relationships and ensuring their needs are met with exceptional service, then this position will be of interest to you.

**If you get inspired by** the opportunity to be a key liaison between key stakeholders enhancing customer satisfaction, then this position is an ideal match for you.

**If you are driven by** a passion for effective communication, problem-solving, and continuous improvement exceeding customer expectations, then you’ll want to consider this opportunity.

Join our Pharmacy & Medication Adherence team as a Customer Service Representative (CSR) where you'll play a crucial role in ensuring on-time delivery of products while providing top-notch customer service. As the liaison between customers, sales teams, and internal groups, you'll manage orders, handle inquiries, investigate complaints, and coordinate with various teams to address customer needs.

**More about your responsibilities**:

- **Customer Orders & Inquiry Processing**: Receive and process customer orders and inquiries promptly and accurately through SAP and the Online Pharmacy Store.
- **Customer Complaint Resolution**: Investigate and respond efficiently to customer complaints.
- **Order Tracking & Communication**:Monitor order progress, advise of delays, and provide tracking information while coordinating with internal teams regarding order status.
- **Order Handling**: Manage exceptions from EDI orders and supply emergency orders when needed.
- **Online Pharmacy Store Promotion**: Promote and assist customers with our Online Pharmacy Store, recognizing opportunities to enhance sales orders and make product recommendations.
- **Customer Communication on Inventory & Pricing**:Work closely with customers to communicate inventory status, provide price quotes, and promote additional products when appropriate.
- **Sales & Operations Meeting Participation**:Attend and participate in sales and operations meetings when required.
- **Debit/Credit Verification & Returns Processing**:Verify debits/credits, process returns and submit Continuous Improvement Reports.
- **Artwork Request & Proof Management**: Process new artwork requests, create proofs, and complete the art process for new orders.

**What you’ll bring**:

- Minimum 2 years in a customer service environment required.
- Proficiency in MS Outlook, Word and Excel
- Order management experience within SAP environment is an asset.
- Post-secondary Diploma in Business an asset.

**We care about our colleagues, some benefits we offer are**:

- A safe, respectful, diverse, and inclusive environment
- Competitive compensation and equitable people practices
- Comprehensive benefits
- Health Spending Account
- RRSP program where we match up to 5% of your earnings
- Opportunities to grow and develop, alongside a supportive team
- Employee and family assistance program
- Referral bonuses
- Education reimbursement program
- Colleague appreciation events
- and more

Please submit a resume and let us know why you are interested.

As part of our commitment to accessibility for all persons with disabilities, Jones Healthcare Group will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact the Jones Human Resources department at 1.800.265.9093 about your needs, and we will consult with you to ensure suitable accommodation is provided.

For all feedback on equity and accommodation needs, please also contact the Human Resources department.

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