Bilingual Customer Service Representative

Basic qualifications:

  • College Degree or equivalent experience
  • Minimum 3 years in a C.S. position preferably in the medical/healthcare or pharmaceutical industry
  • Knowledge of various software applications; ERP systems such as E1,TCDMS - Microsoft Outlook, Excel, Word, Power Point, etc;
  • Excellent communication skills, fluent in both English and French (verbal & written);

Preferred qualifications:

  • Leadership – initiative;
  • Strong analyzing and organizational skill;
  • Comfortable in a multi tasks environment;
  • Aptitude to discern/distinguish priorities (time management);
  • Very diplomatic and tactful;
  • Ability to work in an environment of team work and collaboration;
  • Strong orientation in services and very flexible;
  • Energetic, well-organized, excellent judgment and highly adaptable to unforeseen situations;
  • Creativity and initiative are required to find new ways to satisfy customer requirements;
  • Strong belief that Customer Service is a way life! Live the GSK values of Respect, Transparency, Integrity Patient focused

Details:

  • This is a 12-month contract *

Description:

This position involves daily follow up with several business groups within the company, i.e. respond to queries and focus on business objectives and results. Provides front line contact and support for internal and external customers.

PRIMARY RESPONSIBILITIES:

Order Management and Customer Focus

  • Process every order received for accuracy, ensure any special details or instructions are carried out to ensure total customer responsiveness (manual, EDI, GVC, QPharma)
  • Manage several trade class customer accounts
  • Investigate, analyze and resolve all customer inquiries/requests within required time frames
  • Handle appropriately all sales/marketing/distribution/logistics and account receivable inquiries
  • Responsible for providing return authorizations, providing shipment tracing, shortage inquiries, price discrepancies, product complaints, product availability, notification to sales representatives, etc;
  • Process customer returns and claims in TCDMS
  • Handle distribution issues with Third Party Logistics (UPS) to ensure customer receives order on time and make arrangements for drop ships when required

Operations

  • System Administration responsibilities include: Customer master maintenance in E1 and System testing and updates as required
  • Participate in the elaboration of a training protocol
  • Participate in customer service, sales and marketing meetings upon request
  • Ensure that all work performed is completed in a safe manner and complies with GSK's existing SOP's and GMP Regulations in effect;
  • Participate in continuous training i.e. product, systems, etc;
  • Plays an important role in the execution of product recalls and product inventory allocation;
  • Maintain well-organized workstation and files. Maintain both customer and product files as per departmental procedure to aid in problem solving and aid in answering technical questions;
  • Work on special projects related to customer services as directed by the CS Manager;

GSK souscrit au principe d'équité en matière d'emploi et favorise la diversité et l'inclusion. Nous acceptons les demandes d'emploi de toutes les personnes ayant les compétences requises. GSK s'engage à mettre en place des mesures d'adaptation pour les personnes handicapées. Si vous avez besoin de telles mesures à toute étape du processus de demande d'emploi ou si vous désirez obtenir plus d'information sur nos politiques en matière d'adaptation, veuillez communiquer avec nous à [email protected]

GSK is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals. GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at [email protected]

Contact information:

You may apply for this position online by selecting the Apply now button.

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GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.


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