Customer Service Representative

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• Provide an exceptional customer experience for all ZO Skin Health Canada ULC clientele.
• Ensure deadlines are met with timely and accurate entry of all account orders daily.
• Responding to patient, physician and consumer inquiries related to orders, shipping and billing, as well as the ZO® Skin Health product lines via phone, email, website, etc.
• Partner with Account Executives and other departments regarding orders and shipment details, promotions, and special offers.
• Open new accounts utilizing Sales Force, Net Suite, and verification of account information.
• Validate customer credentials.
• Support the organization by answering customer questions and concerns through a variety of communication channels.
• Cultivate and nurture new and existing relationships throughout the ZO Skin family.
• Create and coordinate customer returns in a timely manner.
• Utilize carrier websites and reports for tracking and cross‑reference.
• Negotiate with customers (internal/external) during order placement to ensure they can take advantage of current promotional opportunities for sales for ZO Skin Health, Inc.
• Help our customers (internal/external) and accounts with any troubleshooting issues that may arise regarding both our website and our distribution center.
• Assist with answering customer calls and inquiries that come in via the customer service phone number.
• Respond to customer questions and inquiries that come in via corporate forms.
• Ensure that our physician accounts receive the necessary materials and guidance needed to launch and successfully maintain their Online Physician Store.
• Work with our Operations team to monitor and review orders and inventory levels at our distribution center.
• Assist with day‑to‑day account management activities when needed for designated accounts, ensuring all requests, updates, and issues are handled promptly and with attention to detail.

• Excellent verbal and written communication skills.
• Ability to learn new software.
• Detailed and accurate data entry.
• Minimum of 1‑2 years’ customer service preferred, willing to train.
• Skin‑care, cosmeceutical or pharmaceutical industry experience is preferred.
• Experience with Net Suite, Shopify, Gorgias or other virtual chat feature.
• Knowledge of Microsoft Suite:
  Word, Excel, PowerPoint, Teams.
• Demonstrates success resolving customer conflict and ability to problem solve.
• Enjoys working with customers in a fun, fast‑paced work environment.

Entry level

Full‑time

Other

Pharmaceutical Manufacturing