Brampton, ON, CA
5 days ago
Bilingual Customer Service Representative

Sun Pharmaceuticals Industries Inc. is the fifth largest generic pharmaceutical company in the world, and is rapidly building a branded product presence globally and specifically in Canada. Sun Pharma Canada Inc. has a team of 70 plus employees and a portfolio of 5 commercial products in the branded business and a pipeline of molecules in development. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately help patients.

At Sun Pharma Canada Inc. we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values:

Humility. Integrity. Passion. Innovation.

 

Job purpose

 

As a member of the Customer Service Team you are passionate about serving our customers. Our team members are dynamic, energetic, and enthusiastic problem-solvers always looking for ways to improve our processes.

The Bilingual Customer Service Representative will be responsible for providing exceptional customer service and satisfaction in the areas of order management and error resolution. They will liaise with various internal teams and build strong relationships with all partners.

 

Duties and responsibilities

 

Accurately process orders; manual and EDI for Branded products

Manage supply issues and communicate updates to customers for Branded products

Provide follow ups and prepare reports when requested for Branded business

Resolve customer concerns utilizing established processes

Manage customer non-conformances and process adjustments as needed

Respond to inquiries regarding product information and availability

Responds to misc. type inquiries, ensure forwarded to appropriate team for response

Illustrates professional attitude during all communication with internal and external customers

Communicates effectively with our Third-Party Logistics partners

Participates in projects as assigned by the Customer Service Manager

Completes all GMP Documentation accurately and in a timely manner

Completes all training assignments and maintains personal training records

Participates in Internal, Customer and Regulatory Audits

 

 

Additional responsibility (Only applicable to customer facing roles)

 

Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business day

 

Qualifications

 

Knowledge, Skills and Abilities:

Bilingual (French/English) with excellent communication skills mandatory

Strong understanding and aptitude for Accounts Receivable and Credit Management Ability to deliver exceptional Customer Service and positive results through friendly and professional interactions with internal and external stakeholders

Exhibits a strong ability to multitask with a sense of urgency and energy

Exhibits strong ability to adapt to changing workload priorities

Strong attention to detail and ability to prioritize and plan work

Strong problem solving/troubleshooting skills

Excellent initiative and organizational skills

Strong computer skills: Word and Excel; working knowledge of SAP preferred

Ability to work within procedural guidelines as documented for the department

 

Background and Experience:

Three years previous customer service experience in a pharmaceutical environment preferred

University degree/College diploma in relevant field of study

 

Working conditions

 

Office Environment

Desk Role, ergonomically set up, comfortable

Quiet, temperature controlled

Computer and Phone focused

 

Physical requirements

 

Office based

 

Direct reports

 

NA

 

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