Internship Opportunity


Customer Service Representative (Order Management - SAP)

Career Edge Organization
Number of Positions:
Application Deadline:
Mar 30, 2023
Start Date:
Apr 10, 2023
End Date:
Oct 13, 2023

Job Description:

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.


  • 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


  • 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


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

Employer Question 1:

Are you legally eligible to work in Canada for the entire duration of this internship?

Employer Question 2:

How many years of customer service experience do you have & in which industry?

Employer Question 3:

How many years of experience do you have with SAP – ECC, Order to Cash or comparable order management systems? Please substantiate:

Employer Question 4:

Are you willing to travel to the client's office in Markham thrice a week in person?