Responsabilities
- Answer customer inquiries within established service levels on all order related activities (product information, back orders, stock availability and delivery inquiries)
- Process orders throughout the order life cycle and maintain related communication with sales, distribution, supply chain planning, inventory control, and accounts receivable.
- Assemble information and initiate the processing of returns, product complaints and service complaints in adherence to departmental and Health Canada timelines (as required)
- Collaborate with customers to seek problems as required.
- Support "one call resolution" - assess issues, recommend appropriate solutions, and execute.
- Establish relationships with key customer accounts.
- Provide proactive notifications to customers and Territory Managers regarding specific customer issues.
- Support customer focused teams and BD initiatives.
- Work with business units and / or operational functions on special projects, as required.
Qualifications
- Minimum 2 years' experience in customer service experience.
- University degree required.
- Bilingual, French, and English (read, write, speak)
- Strong proficiency with Microsoft Office tools (Outlook, Excel)
- Experience with JD Edwards, SAP or any other ERP systems.
- Experience with Genesys Call Centre Software an asset.
- Experience with PowerBI an asset.
- Demonstrated problem-solving, critical thinking and analytical skills.
- Strong documentation skills including attention to detail, well organized and solution oriented.
- Works well in a fast paced, dynamic environment and under pressure.
- Flexibility and ability to balance multiple priorities and able to work within short timelines.
- Collaborates well cross-functionally with other departments .
Compensation
- 60k (base salary)
- Bonus
- Full benefits
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