The Customer Service Representative reporting to the Customer Service Supervisor/Team Lead, is based in Markham.
This position will be responsible for providing day-to-day service to customers, as well as internal Sales Representatives. The ideal candidate will manage requests/queries and provide support with an emphasis on building and nurturing exceptional customer experience. The Customer Service Representative will fulfill orders, provide support for new accounts, answer internal/external queries, assist Sales Team with requests & investigations, as well as ensure adherence to all internal policies and standards.
RESPONSIBILITIES
- Professionally handle incoming phone calls and email requests from customers/Sales Representatives to ensure requests are resolved promptly and thoroughly
- Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives at all times
- Order/Call Management – including account verification along with accurately processing customer requests, orders, tracking, issue management and first call resolution
- Maintenance of various e-mailboxes ensuring orders and requests are actioned promptly, and records are archived appropriately
- Provide support for new and existing customers using the online ordering portal
- Complete follow-up calls, emails and/or updates to customers, sales representatives
- Receive, document, and resolve customer/sales/end-users interactions, complaints and triage to appropriate department if further support or guidance is required
- Responsible for monitoring daily sales orders/transactions to ensure completion
- Proactively identify opportunities for process improvement and presents them to leadership team
- Develop, collaborate, and maintain cross functional relationships to foster strong levels of trust
- Adhere to customer service standards, call quality, and all internal policies and procedures
- Any other Customer Service tasks as required
PROFILE
- University Degree/College Diploma or Related Post-Secondary Education
- Minimum of 5 years of customer service experience
- Proven record of ensuring positive overall customer/end-users experience
- Exceptional attention to details with a strong sense of urgency
- Experience working in a team-oriented, fast-pace and highly collaborative environment
- Experience in the pharmaceutical industry is a strong asset
- Technical savviness and comfort navigating through multiple systems
- Takes personal responsibility for delivering on commitments, promises and closing off issues
- Seeks feedback to improve and is open minded about being coached/mentored
SKILLS
Fluent in English. Fluency in French a plus
- Knowledge and experience with SAP a must – ECC, Order to Cash or comparable order management systems
- Ability to communicate professionally and effectively, verbally and in writing
- Emotional intelligence, good judgment, composure under pressure
- Excellent organizational skills and ability to prioritize