Bilingual Customer Service (English/French)

Job Summary

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.

Job Responsibilities

• As primary point of contact for customers, provide professional and efficient best in class service while processing, verifying releasing and/or resolving customer issues including invoicing, shipping errors, lost shipments etc. and ensuring customer requirements and expectations are met.
• Responsible for receiving, assessing, processing all Purchase Orders/Electronic Data Interchange (EDI) into SAP, with strong focus on service level agreements, product availability and substitutions, pricing alignment and delivery timelines.
• Receive/process customer inquiries, product complaints in QMS/Call Track system, ensuring details/documents are completed and triaged with relevant department to investigate, including CAPA. Responsible for follow up and maintenance of complaints accordingly.
• Conduct regular audits to identify/manage all exceptions that can impact customer experience such as price discrepancies, credit blocks, duplicate orders, customer profile changes etc. and liase with customers and/or Finance team to ensure orders are expedited accordingly.
• Create/provide customized open order/backorder reports for customers by extracting/analyzing details, adherence to MOQ/MOV, anticipated release dates etc, In addition, liaise with customers/ departments regarding substitutions and alternatives to fulfil orders.
• Process all claims/residuals for damages, etc. 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.
• As required, work closely with Global Field & Market Response team to coordinate/communicate product recalls both with internal departments and customers and ensure appropriate SOPs/procedures are followed.
• Participate in customer supply meetings, providing updates and solutions for order and inventory issues, Liase with Third Party Packager/External Quality Group to ensure alignment of documentation, samples, etc. to facilitate final Market Release.
• Request Bulk Yield Sheets, update pail details in SAP and issue accurate shipping instructions to Logistics.
• Models 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 in the development and revision of policies, procedures, and processes to improve efficiency and service standards.
• Works in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Integrity, Courage, Teamwork, and Innovation.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
• Provide customer service support for multiple affiliated pharmaceutical business units, ensuring alignment with each entity’s product portfolio, regulatory requirements, and quality procedures.
• Apply standardized processes while recognizing entity-specific requirements, where applicable.
• Report any notified suspected Adverse Drug Reactions to Global Pharmacovigilance in accordance with Corporate SOPs.
• All other relevant duties as assigned.

Job Requirements

• Education
  • Minimum College Education preferred
• Knowledge, Skills and Abilities
  • Fluency in French required for Bilingual role
  • Strong written and oral communication skills
  • Proficient with ERP/MRP concepts and applications
  • Proficient with Microsoft applications
  • Strong organization skills and attention to detail
  • Good analytical and decision-making skills an asset
  • Ability to be an independent decision maker
• Experience
  • Previous Customer Service and Call Centre experience an asset
  • 3-5 years experience in a Customer Service oriented role, with strong interpersonal skills
  • Excellent written and verbal English communication skills
  • Ability to work well during peak pressure periods
  • Ability to work in a team environment