Bilingual Customer Service; English​/French

About Apotex Inc.

Apotex is a Canadian-based global health company. We improve everyday access to affordable, innovative medicines and health products for millions of people worldwide, with a broad portfolio of generic, biosimilar, innovative branded pharmaceuticals and consumer health products. Headquartered in Toronto, with regional offices worldwide, including in the United States, Mexico and India, we are the largest Canadian-based pharmaceutical company and a health partner of choice for the Americas for pharmaceutical licensing and product acquisitions.

For more information visit:

Serve as a customer advocate and Customer Service subject matter expert, demonstrating a high level of professionalism, business acumen, and ownership of the end‑to‑end customer experience. Act as a primary point of contact for customers, ensuring timely, accurate, and effective coordination of all Customer Service activities.

Responsible for building and maintaining strong working relationships with both internal and external stakeholders through proactive communication, issue resolution, and execution of Customer Service processes that support overall business objectives.

Maintain an in‑depth understanding of the order fulfillment lifecycle, quality complaint management, and backorder mitigation. Ensure customer requirements are clearly understood, effectively communicated, and appropriately triaged across the organization. Support team capability through knowledge sharing, job shadowing, and mentoring as required.

Act as a technical resource for SAP, contributing to process improvements through system expertise, test case development, and documentation.

• Act as the primary point of contact for customers, providing professional and efficient best‑in‑class service while processing, verifying, releasing, and resolving customer issues, including invoicing, shipping errors, and lost shipments.
• Receive, assess, and process all Purchase Orders and Electronic Data Interchange (EDI) into SAP, focusing on service level agreements, product availability, substitutions, pricing alignment, and delivery timelines.
• Receive and process customer inquiries and product complaints in the QMS/Call Track system, ensuring details are documented and triaged with relevant departments to investigate, including CAPA. Follow up and maintain complaints accordingly.
• Conduct regular audits to identify and manage all exceptions that can impact customer experience, such as price discrepancies, credit blocks, duplicate orders, and customer profile changes, and liaise with customers and the Finance team to ensure orders are expedited.
• Create and provide customized open order and backorder reports for customers by extracting and analyzing details, adherence to MOQ/MOV, and anticipated release dates. Liaise with customers and departments regarding substitutions and alternatives to fulfil orders.
• Process all claims and residuals for damages in SAP/Salesforce, maintain accurate documentation, and align final disposition with the Account Manager and Finance.
• Maintain all Controlled Substance, Precursor, and SOM permits in compliance with Health Canada regulations and relevant SOPs, ensuring proper process and documentation.
• Work closely with the Global Field & Market Response team to coordinate product recalls with internal departments and customers, ensuring SOPs and procedures are followed.
• Participate in customer supply meetings, providing updates and solutions for order and inventory issues, and liaise with Third Party Packager/External Quality Group to ensure documentation, samples, and final Market Release are aligned.
• Request Bulk Yield Sheets, update pail details in SAP, and issue accurate shipping instructions to Logistics.
• Model a customer‑centric mindset by anticipating needs, resolving issues proactively, and fostering positive customer experiences.
• Takes initiative to identify needs, solve problems, drive process improvements, and follow through without requiring direction.
• Contribute to the development and revision of policies, procedures, and processes to improve efficiency and service standards.
• Work safely and…