Customer Support Associate

**About Jones Healthcare Group**

Jones Healthcare Group is a world-class provider of advanced packaging and medication dispensing solutions. With roots firmly established in healthcare, Jones has been a long-time, trusted partner for some of the most recognized global pharmaceutical brands and the largest pharmacy groups, independent pharmacies, hospitals, and long-term care facilities across the world.

Imagine working at Jones, where we embrace our commitment to the environment, team members, communities, and consumers - and we’re inspired to package the future of healthcare.

**What our colleagues are saying**:
“I love the people, the positive organizational culture, my team, and the genuine spirit of cooperation and shared goals. I’m very optimistic about my professional growth and development and the value that I hope to bring to the company.”

**Benefits we offer**:

- A safe, respectful, and inclusive environment
- Competitive compensation and equitable people practices
- Comprehensive benefits and an 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

**Summary of position**:
**If you love** maintaining effective communication between customers and key stakeholders while providing them with solutions that exceed their expectations, this position is perfect for you.

**If you get excited** about building strong relationships with clients and facilitating internal efforts, then this position would be of interest to you.

**If you are a natural **multi-tasker with strong organizational skills and a fast learner with the ability to adapt to changes in a fast-paced environment, then you’ll want to consider this opportunity.

The Customer Support Associate is responsible for handling all aspects of assigned customer orders and for effective communication between the customer and various internal groups. This involves, but is not limited to, receiving and processing customer orders and inquiries in an effective, courteous, accurate, and timely manner. The incumbent must ensure that the delivery of products is on-time while providing exceptional customer service to enhance customer satisfaction.

**Here are some of the different activities you’ll be asked to do**:

- Handle customer inquiries and issues in a professional and timely manner
- Accurate and timely entry of new and/or repeat orders, forward orders to appropriate personnel, and create Master Documents in Visual ERP System
- Ensure work centre documentation-related delays are minimized
- Assist in planning the production of customer orders
- Work with Supply Chain Management to place orders for packaging materials and components with suppliers
- Follow up on requested delivery dates with suppliers and/or customers as required for current orders
- Work closely with internal departments to ensure prompt service to customers
- Provide backup support to process US and Canadian paperwork required for importing bulk and components and for exporting finished goods
- Participate in customer audits
- Work to improve internal processes and relationships
- Support the data entry, expediting, and updating information in business system, preparing status reports, obtaining, and storing correspondence and documentation
- Support the coordination of available freight loads with available carrier options
- Communicate with the Supply Chain, Customer Service, and the Warehouse teams on delivery status (especially if a late delivery is expected), order changes, and out of stock/low stock inventory
- Support the management of shipping functions such as quarantine shipments, maintenance/engineering support, and holiday calendars
- Support routing, and/or request appropriate documents to facilitate the pickup/delivery agents, airlines, and clients
- Assist with processing US and Canadian paperwork required for importing bulk and components and for exporting finished goods
- Perform any other related duties as may be directed by the Leader
- Ensure that all requirements of the JHG Quality Management System are followed
- Ensure all applicable Health & Safety Management System policies & procedures and Environmental (ISO 14001) Management System policies & procedures are followed

**If you’ve got**:

- Post-secondary Diploma in Business an asset
- 2+ years in a sales or customer service environment required, preferably within a corporate printing/packaging/manufacturing industry
- Intermediate to advanced computer skills (Excel, Word, etc.)
- Order management experience within an ERP environment is an asset

**We’d like to hear from you**

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