Bilingual Customer Service Representative (French)

Date: May 9, 2019

Location: North York, ON, CA, M9L 2Z7

Company: Apotex


Apotex is a proudly Canadian, global pharmaceutical company that produces high-quality, affordable medicines (both generic and innovative pharmaceuticals) for patients around the world. We are the 7th largest generic pharmaceutical company globally with more than 12,000 employees and estimated sales of approximately $3 billion. Our fully integrated operation is comprised of four lines of business: Global Generics; Apobiologix; Global Active Pharmaceutical Ingredients (API); and ApoPharma (Innovative Products). With our worldwide manufacturing sites, Apotex can produce up to 24 billion dosages per year. We produce 300 medicines in 4,000 dosages and formats that are exported to 115 countries. Apotex will spend $2 billion over the next 10 years on research and development.


Job Summary

Provide best-in-class customer support by providing customers with prompt and efficient order processing and inquiry/complaint handling. Create raving fans at each customer interaction.


Job Responsibilities

  1. Provide prompt and efficient Customer Service, both verbally and written, when processing verifying and resolving customer concerns/issues including invoicing, shipping errors and tracing of lost shipments.


  1. Manage all assigned cases within established lead times and proactively escalate cases at risk of delay to management.


  1. Work closely with Customer Service Representative – Quality complaints and Key accounts assist and backup as required.


  1. Accurately and efficiently enter and release telephone, fax, and electronic orders from Customers and Sales Representatives as required including Third Party orders.


  1. Provide accurate, up to date product availability and pricing information to customers that aligns with corporate reports and systems


  1. Liaise with Credit department to ensure customer orders are released quickly and efficiently. Provide clear communication to customers and Sales Representatives in cases where orders are on hold due to credit issues.


  1. Process all targeted and controlled substance orders in compliance with government regulations as required.


  1. Assist with requests relating to order data or inquiries from: Distribution, Accounts Receivable, Sales, Marketing and Demand Planning as required. Fully investigating and validating customer claims pertaining to credits, debits and returns (Stericycle Reports) prior to Supervisor’s approval.


  1. Conduct regular audits to identify and manage all exceptions that can impede the customer experience such as price discrepancies, credit blocks, duplicate orders, etc.


  1.  Conduct daily reviews on open Cases logged in the Domestic Customer Service Switchboard. Ensure these are followed up and closed in timely manner.


  1. Provide detailed analysis for unfulfilled orders and compose reports, for prioritization of orders/products when necessary. (Customer Backorder Reports). In addition, liaise with customers and multiple internal departments on pack size substitutions and alternates to fulfil orders where possible.


  1. Performs all work in support of our Corporate Values of Pride. Accountability, Integrity and Diligence; Demonstrates strong and visible support of our values.


  1. Performs all work in accordance with all established regulatory and compliance and safety requirements.


  1. Works as a member of a team to achieve all outcomes


  1. All other duties as assigned

Job Requirements

  1. College diploma preferred
  2. Working knowledge of Microsoft Excel and Word required
  3. Experience with SAP an asset
  4. Fluency in French an asset
  5. Typing speed of 50-60 w.p.m. 
  6. Previous Customer Service and Call Centre experience – Minimum 2 years
  7. Ability to work well during peak pressure periods
  8. Ability to work in a team environment
  9. Ability to work alternate hours when required. Business hours are: 8:00 to 6:00 EST (Effective May 9, 2016)



At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.
Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.


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