St-representative, Order Management

2 weeks ago

North York, Canada Apotex Inc. Full time

**About Apotex Inc.**

**Job Summary**:
Act as a Student co-op “customer advocate” serving within Domestic Order Desk/Customer Service by demonstrating a good level of knowledge and professionalism with focus on improving the customer experience. Responsible for providing customers with prompt and efficient service handling, while developing and maintaining effective working relationships with both internal and external stakeholders to support the business.

**Responsibilities**:

- Provide professional and efficient best in class service while entering, processing, verifying releasing and/or resolving customer issues including invoicing, shipping errors, lost shipments etc.
- Liaise with Credit team to ensure orders are released accurately/efficiently. Provide clear communication to customers and Sales Representatives in cases where orders are on hold due to credit issues.
- Process claims for expired return claims, damages, over/under etc. via SAP/Sales Force as required and ensure accuracy of documentation and file accordingly.
- Support inquiries from Distribution, Accounts Receivable, Sales, Marketing, etc. and ensure detailed records are maintained upon completion of investigation for credits, debits, returns etc.
- Conduct regular audits to identify/manage all exceptions that can impact customer experience such as price discrepancies, duplicate orders, customer profile changes etc. and ensure they are updated accordingly in SAP.
- Conduct review of open cases logged in the Domestic Customer Service Database and manage assigned cases. Where required, escalate cases at risk of delay to management.
- Ensure hardcopy records (purchase orders, precursor, controlled substance licenses/permits, correspondence etc.) are properly maintained and filed.
- Recommend and/or participate in the development or revision of internal policies, procedures and standards.
- Work in a safe manner collaborating as a team member to achieve all outcomes.
- Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
- Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
- All other relevant duties as assigned.

***

**Job Requirements**:

- **Education**
- Currently enrolled in a college or university program
- **Knowledge, Skills and Abilities**:

- Strong written and oral communication skills
- Strong organization skills and attention to detail
- Good analytical and decision-making skills an asset
- Ability to be an independent decision maker
- **Experience**:

- Previous Customer Service experience an asset
- 2-3 years experience in a Customer Service oriented role, with strong interpersonal skills
- Excellent written and verbal English communication skills
- Ability to work well during peak pressure periods
- Ability to work in a team environment

At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

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