Bilingual Customer Service Representative

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.

• Accurately process orders; manual and EDI
• Manage supply issues and communicate updates to customers
• Provide follow ups and prepare reports when requested
• Manage customer non-conformances and process adjustments as needed
• Respond to inquiries regarding product information and availability
• Respond to miscellaneous type inquiries, ensuring they are forwarded to the appropriate team for response
• Illustrate professional attitude during all communication with internal and external customers
• Communicate effectively with our Third‑Party Logistics partners
• Participate in projects as assigned by the Customer Service Manager
• Complete all GMP documentation accurately and in a timely manner
• Complete all training assignments and maintain personal training records
• Participate in internal, customer, and regulatory audits

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.

• Bilingual (French/English) with excellent communication skills – requirement
• Three years previous customer service experience – requirement in a pharmaceutical environment or similar industry preferred
• University degree/College/High School diploma in a relevant field of study – preferred
• Strong understanding and aptitude for Accounts Receivable and Credit Management; ability to deliver exceptional customer service and positive results through friendly and professional interactions – preferred
• Exhibits a strong ability to multitask with a sense of urgency and energy – requirement
• Exhibits strong ability to adapt to changing workload priorities – requirement
• Strong attention to detail and ability to prioritize and plan work – requirement
• Excellent initiative and organizational skills – requirement
• Strong computer skills:
  Word and Excel; working knowledge of SAP – preferred
• Ability to work within procedural guidelines as documented for the department – preferred
• Ability to work independently and as part of a team – requirement

• Desk role, ergonomically set up, comfortable
• Computer and phone focused

• Office based with hybrid option when needed

N/A

The presently‑anticipated base compensation pay range for this position is $52,500 to $65,500. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Annual Performance Bonus Plan. Employees are eligible to participate in company employee benefit programs which include medical, dental and vision coverage;

life insurance; RRSP savings plan; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time. The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents in effect from time to time, including but not limited to terms and conditions regarding eligibility.

If hired, the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, ethnic origin, citizenship, ancestry, sex, age, marital status, family status, physical or mental disability, gender identity, gender expression or any other ground protected by applicable human rights legislation.