Bilingual Customer Service Expert

Bilingual Customer Service Expert page is loaded## Bilingual Customer Service Expert locations:
Thornhilltime type:
Full time posted on:
Posted Yesterday job requisition :
JR015645

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals.

Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day.

We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world.

With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.
** Bilingual Customer Service Expert
**** Hybrid in Thornhill ON
**** We are looking for an experienced bilingual customer support professional to provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma’s commitments to the ‘Customer Journey.’
*** Develop and maintain positive and trust-based relationships with customers and respective sales representatives
* Act as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests in
** French and English
*** Ensure that customer and/or patient concerns and inquiries are handled in accordance with company standards by adhering to internal procedures, and collaborating with respective stakeholders including quality, pharmacovigilance, customer service, medical affairs and regulatory affairs
* Support ‘seamless’ order cycle from order receipt to invoicing to collections by developing a strong understanding of the customers’ ordering habits and needs
* Liaise regularly (weekly, monthly, quarterly) with the sales management and Customer Success Team Lead to review your specified portfolio of accounts and address insights, opportunities, and obstacles
* Consult with appropriate departments regarding shortages, out of stocks, delays and/or complaints
* Assist with account collection (calls, emails and/or letters) and resolve credit block issues, including conducting communications to your customer accounts
* Assist with dispute management in investigating customer chargebacks and claims and notify customer on rejected requests
* Troubleshoot and resolve EDI errors on inbound order and outbound shipments
* Act as a subject matter expert in key customer accounts and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization
** Daily Responsibilities:
*** Log in to daily Zoom calls.
* Answer inbound calls and emails, actively listening to customer concerns and communicating professionally both verbally and in writing.
* Handle customer queries and complaints effectively, escalating issues to appropriate departments when necessary.
* Provide appropriate solutions and alternatives within the given time frame, following up to ensure resolution.
* Keep records of customer interactions, process customer accounts, and file documents.
** Daily Tracker & Reports:
*** Sales Order Report (SOR):
Maintain and manage the report to track daily past dues and credit card declines on orders…