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Customer Service Representative

4 months ago

Richmond Hill, Canada Prollenium Medical Technologies Inc. Full time

ABOUT THE COMPANY:

Prollenium Medical Technologies Inc. is a fast-growing Canadian developer, manufacturer and international distributor of premium HA dermal filler. Prollenium is able to ensure a continual flow of creation, unique ideas, and a steady pipeline of new and exciting products that provide safe and effective results. US FDA, Health Canada, and CE approvals, over 4 million syringes in the Revanesse product line have been sold to 80+ countries world-wide. Prollenium is the only manufacturer of Hyaluronic Acid dermal fillers in North America. Join our dedication to innovation.


JOB SUMMARY:

Responsible for acting as a liaison between customers, sales reps and the company. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. This position reports to the SVP of Operations.


MAJOR RESPONSIBILITIES:

  • Process orders submitted by sales reps and/or customers in an efficient and accurate manner
  • Review account status prior to placing order (past due)
  • Process refunds/returns when required
  • Assist customers with complaints or inquiries related to product, services, or purchases, direct questions to other members as required
  • Record and report adverse events to Quality Assurance department
  • When setting up new account, verify medical license as required by state/province and confirm status
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Charge customers using system when required and in a timely manner
  • Manage sales rep car stock orders, review for any violations to policy for order quantities
  • Notify sales reps when customer card is declined and work with sales reps to resolve the situation
  • Follow up with shipping for orders released and not processed
  • Send sales reports to sales reps upon request
  • Add customer records to system and verify medical license and all pertinent information required for reporting


MINIMUM QUALIFICATIONS:

Technical Knowledge/Experience

  • High School Diploma or College Diploma
  • 1 year experience in customer service in an office environment
  • Excellent computer skills in Microsoft suite (Excel, Word, PowerPoint) and competence with inventory control software
  • Must be comfortable communicating with physicians over the phone
  • Ability to liaise with the Sales, Shipping, QA and QC Departments
  • Willingness to learn about gel fillers and cosmetic product lines


Behavioral

Demonstrated ability to apply the following behavioral competencies on the job:

  • Teamwork: Working effectively and productively with others
  • Written Communication: Writing clearly, succinctly and understandably
  • Problem Solving: Anticipating, analyzing, diagnosing and resolving problems
  • Organization and Planning: Utilizing logical, systematic and orderly procedures to meet objectives
  • Flexibility: Agility to adapt to change


Note : This is a 9-month contract position based out at our Richmond Hill office.