Customer Service

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- The Customer Service & Administration Representative is responsible for providing industry leading customer services to all customers both internal and external.The role is also responsible for maintaining a high level of organizational accountability to achieve customer satisfaction and perform job functions according to policies and regulations for the company.PRINCIPAL ACCOUNTABILITIES- Commits to being fully engaged, caring, and enthusiastic about the organization and its goals
- Commits to living the core Company values of
- Customer Focus - We put customers first
- Quality - We demand excellence
- Integrity - We are trustworthy
- Collaboration - We work well together
- Creativity - We deliver solutions
- Passion and Commitment - We care
- Adheres to corporate, regulatory and individual responsibilities supporting the Company’s quality management programs, supporting policies, procedures, work instructions, and relevant software (Documentum)
- Adheres to the Company’s commitment to and policy on Code of Conduct
- Adheres to organizational and individual health and safety responsibilities in the workplace
- Maintains up-to-date health and safety training
- Maintains up-to-date training designated for this position via Kabi LIFT LearningManagement System and other position specific training as required
- Enters orders into SAP with accuracy and according to SOPs
- Responsible from the time of order entry until the order is signed upon receipt of shipment
- Communicates effectively with the Contracts Department for pricing updates and resolving product price discrepancies on orders
- Provides order status information and assists customers in all aspects of customer service and follow up (e.g. stock availability, back orders, contract pricing discrepancies, customer complaints, lost shipments, and researching of customer order discrepancies)
- Processes credit/debit memos accurately in SAP after ascertaining compliance with policy
- Communicates effectively with 3PL warehouse and distribution network locations on notification of orders, discrepancies on products shipped, customer addresses, lost shipments, damaged shipments and shipping documents
- Procures proof of delivery for order tracking, lost and damaged shipments, online through Internet and ensures claims are processed at the 3PL warehouse
- Communicates daily with the warehouses regarding customer backorders and products on stock allocation
- Processes customer product returns through both the 3PL and distribution network warehouses according to the SOP. This also requires interaction with Supply Chain, Finance and QA/QC Departments.
- Prepares Customer Master Maintenance Request forms in Microsoft Word for new Customer accounts and changes
- Verifies daily the SAP order to cash cycle procedure according to the SOP
- Files orders, invoices and correspondences in the appropriate customer files
- Member of the After-Hours and Weekend Emergency Calls/Orders and Disaster Recovery Team responding according to procedure
- Replenishes inventory of general office supplies including kitchen, printing, mailroom and stationery.
- Works with appropriate internal and external contacts to coordinate service or general maintenance of office (printers, photocopiers, fax machines, general office maintenance etc.).
- General tidiness of boardrooms, meeting rooms and lobby including setup and take down of audiovisual equipment and meeting materials as requested.
- Provides administrative support to the executive leadership team as required.
- Performs any other duties as assigned.

**RELATIONS WITH OTHERS**
- Internally there is interaction with staff and management of all local and regional internal departments including but not limited to: Finance, Human Resources, Supply Chain Management, Customer Service, Sales, Marketing, Vigilance and Scientific Affairs
- Externally there is interaction with Hospital Purchasing, Materials Management, Pharmacy and Accounts Payable Departments; Wholesaler Purchasing and Accounts Payable Departments; warehouses regarding orders, inventory and shipping; Health Canada Special Access Programme (SAP) regarding customer requests and authorizations

**QUALIFICATIONS**
- Undergraduate degree or college diploma in a relevant discipline plus two years of related experience or an equivalent combination of education, training and experience
- Prior experience in the healthcare or pharmaceutical industry is preferred

**SKILLS**
- Excellent communication skills (written and verbal).
- Fluently bilingual in business English and French is an asset.
- Excellent customer service skills and the ability to collaborate with all levels both inside and outside the organization
- Strong computer skills in Microsoft® Office. SAP and Lotus Notes experience required.
- Self-motivated and able to work with mínimal supervision
- Strong attention to detail with the ability to multitask and handle fluctuating workloads
- Excellent organizational