Customer Service Specialist - Pharmaceuticals Service Center
New
A
Alphanumeric SystemsPharmaceuticals
Canada, Eastern Time Zone or similarFull-TimeMiddle
Salary19.06 CAD per hour
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Job Details
- Languages
- English
- Experience
- Minimum of 2 years
- Required Skills
- Microsoft ExcelPowerPoint
Requirements
- Excellent English communication skills, spoken and written.
- Minimum of 2 years in a customer service environment, preferably a call center.
- PC experience and knowledge of business software, concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook).
- Experience supporting customers with various e-commerce and ticketing systems.
- Comfortable making inbound and outbound calls.
- Understanding of web navigation and standard browser software (i.e., Chrome and/or Firefox).
- Experience using standard process management methodologies.
- BA or BSc preferred (health/life sciences degree is an asset).
- Experience in the pharmaceutical and/or health/life sciences industry an asset.
Responsibilities
- Manage the processes associated with the order to cash and reverse distribution operations for a pharmaceutical client’s vaccine portfolio.
- Engage with the client’s customer base, trading partners, and other stakeholders to provide order and administrative support while ensuring compliance and accuracy.
- Develop and maintain strong customer relationships to fully understand and engage with the requirements of the various operational bodies.
- Achieve customer satisfaction through front-line contact with the client’s customers.
- Handle & respond to inbound customer calls within parameters set by customer service levels.
- Maintain advanced organizational skills, a high level of self-motivation, with the ability to work independently/efficiently in a high-pressure environment.
- Manage multiple competing priorities through to completion.
- Ensure attention to detail while balancing efficient communication through multiple channels of communication.
- Maintain excellent interpersonal and telephone skills with a proven ability to forge strong relationships with customers.
- Develop and maintain an in‐depth knowledge of the client's product line, pricing structures, and various channel operations strategies.
- Process all service center-owned transactions including orders, claims, and returns accurately and timely.
- Escalate issues/transactions outside of designated remit in a timely manner.
- Follow procedures as defined by standard operating procedures and identify opportunities for process improvements.
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