Customer Service Representative

4 days ago

Richmond, Canada Imperial Distributors Canada Inc. Full time

**Job description**

**ABOUT US**

Imperial Distributors Canada Inc. (IDCI) is at the forefront of enabling healthcare delivery for pharmacies across Western Canada. We are working to enhance the health and well-being of the communities we serve, making every day we work a step towards a healthier tomorrow. At IDCI, you're not just joining a team; you're becoming part of a community that values innovation, integrity, and, most importantly, the impact we have on people's lives. Our culture thrives on empowerment and respect, encouraging every member to contribute, innovate, grow, and make meaningful differences.

Our unwavering commitment to pharmaceutical supply chain resilience ensures that we can adapt to challenges swiftly, keeping our services reliable and uninterrupted. This dedication to robust operations assures that our partners and communities can always rely on us for their healthcare needs. Community engagement, sustainability, and charitable efforts are at the heart of what we do.

**Position: Customer Service Representative**

**Position Purpose**:The primary role of the Customer Service Representative is to provide outstanding service acting as a primary point of contact for customers regarding orders and products. CSR’s will provide callers with thorough service that builds relationships, resolves issues and increases overall satisfaction in the client’s needs. The CSR’s will liaise between customers and cross-functional internal teams to ensure a timely and successful delivery of products.

**Primary Responsibilities**:

- Screen orders for discrepancies while communicating them to customers prior to processing the orders
- Process orders accurately and in a timely manner
- Receive and resolve customer complaints in a timely and satisfactory manner
- Conduct outbound calls as required to communicate promotions or follow-ups
- Recognize and promptly escalate critical issues to a supervisor
- Perform functions as stipulated on procedures and support other job functions as required
- Take the extra mile to engage customers
- Extensive use of Microsoft Outlook and web related functions
- Maintain mailboxes and respond to all inquiries, including inquiries about products, staff changes, and more.
- Minimum 1 year of related customer service experience OR equivalent combination of education, training and experience, preferably within the Pharmaceutical industry
- Excellent verbal and written communication and organizational skills
- Familiar with customer service role in warehousing environments
- Strong phone contact handling skills and active listening
- Effective interpersonal and problem solving skills
- Ability to multi-task, prioritize, and manage time effectively
- Subject to security clearance
- Must be able to establish work priorities, multi-task and meet deadlines while working with frequent interruptions.
- Proven ability to work effectively and independently in a high pressure environment
- Have a capacity to remain calm under pressure and deal with time sensitive issues
- Demonstrated ability to manage work flow and work well in a team environment
- Ability to process work with a high degree of accuracy and comprehend instructions

Pay: $20.00-$22.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Work Location: In person

Expected start date: 2025-09-29

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