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Customer Service Specialist

3 months ago

Mississauga, Ontario, Canada Medisystem Pharmacy Limited Full time

Note: Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

At MediSystem Pharmacy, you have the opportunity to leverage your skills in a role that makes a significant difference, within a culture that encourages learning, development, and advancement. Whether you are entering the workforce or seeking a new opportunity, MediSystem Pharmacy can transform your potential into recognized and rewarded performance. We provide competitive compensation, comprehensive benefits, and a balanced work-life environment.

Importance of This Role:

Pharmacy Assistant, Customer Service Representative, Operations

About MediSystem Pharmacy:

MediSystem Pharmacy, a subsidiary of Shoppers Drug Mart, is a well-established specialty pharmacy dedicated to offering pharmaceutical dispensing and clinical pharmacy consulting services to long-term care facilities throughout Canada. Our commitment lies in enhancing the health, wellness, and safety of all residents we serve through innovative technologies, ongoing education, improved clinical services, and efficient medication delivery.

Our CORE values embody our approach to treating residents, staff, and employees. We CARE about all Canadians, we emphasize OWNERSHIP and accountability, we uphold RESPECT, and we strive for EXCELLENCE in our service delivery.

Role Overview:

The Customer Service Representative will serve as the primary contact for customer inquiries, taking responsibility for delivering outstanding service to both external and internal clients. This role is crucial in ensuring that the specific needs of patients, nurses, care homes, and program requirements are met. The CSR is expected to consistently embody the MediSystem vision of providing an exceptional experience through superior customer service. Every interaction with customers must be handled professionally, courteously, and efficiently, with a strong commitment to exceeding customer expectations.

Key Responsibilities:
  • Deliver high-quality service and support across various areas, including orders, billing, logistics, system troubleshooting, and general administrative tasks.
  • Act as an internal advocate for customers, facilitating communication between Operations and other departments.
  • Address product or service issues by clarifying customer inquiries and concerns, identifying the root cause, and determining the best resolution.
  • Efficiently gather customer information and escalate issues to the Customer Service Lead when necessary.
  • Maintain open lines of communication with team members, peers, trainers, managers, and other departments to foster learning and problem-solving.
  • Update customer records in the internal database as needed.
  • Exhibit professionalism and build positive relationships with clients, ensuring quality service is provided to all.
  • Provide support to other team members as required.
  • Utilize automated information systems to assess customer situations (e.g., Kroll, ClientCare, Point Click Care).
  • Engage in special projects and undertake additional responsibilities as assigned.

This position requires flexibility to work various shifts during operational hours, including evenings, weekends, and statutory holidays.

Qualifications:
  • Experience in retail, customer service, or call center environments.
  • Strong attention to detail, along with excellent interpersonal and communication skills, capable of working across different functions and levels within the organization.
  • Self-motivated with a results-driven mindset.
  • Proven decision-making abilities.
  • Possess a strong work ethic and a collaborative spirit.
  • Ability to multitask and thrive in a fast-paced setting.
  • Proficiency in MS Office applications (e.g., Word, Excel).
  • Experience in a pharmacy setting is an asset.
Employment Type:

Full-time

Type of Role:

Regular

MediSystem Pharmacy Limited values diversity as a source of national pride and strength. We prioritize reflecting our nation's evolving diversity in our products, workforce, and organizational culture. Accommodations are available upon request for applicants with disabilities during the recruitment and assessment process and upon hiring.

Moreover, we believe that adherence to laws is about integrity. Upholding the law is integral to our Code of Conduct, reinforcing the expectations of our customers and stakeholders.

Note: If you have Employee Self Service (ESS) on Workday, please apply through the Workday application.