Representative, Customer Service

Job Summary

Support the Customer Service team by assisting with day-to-day customer service and order management activities. This role focuses on providing timely, accurate support to customers and internal teams, helping ensure smooth order processing, issue resolution, and positive customer experiences.

You will work closely with Customer Service Representatives, Supply Chain, Quality, and other internal partners to help coordinate orders, track issues, and maintain accurate documentation. This position is ideal for students or early career professionals looking to gain hands-on experience in customer service, operations, and SAP based order management.

Job Responsibilities

• Assist as a point of contact for customer inquiries, providing timely support on orders, shipments, invoicing, and general service needs.
• Support the entry and verification of customer Purchase Orders/EDI orders in SAP, ensuring accuracy in product availability, pricing, and delivery details.
• Perform basic checks for issues such as price discrepancies, credit blocks, or duplicate orders, and escalate when needed.
• Support with processing damage or shipment related claims in SAP/Salesforce and maintain accurate documentation.
• Provide administrative support for compliance related documentation, including Controlled Substance, Precursor, and SOM permits (as required).
• Coordinate with logistics and supply chain teams to issue shipping instructions, update product details, or request required documentation.
• Support a customer focused environment by identifying issues, communicating clearly, and contributing to process improvements.
• Follow all safety procedures and collaborate with team members to meet departmental goals.
• 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.
• Contributes 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 Behaviors 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 communication and organizational skills
  • Experience with ERP/MRP concepts and applications an asset
  • Experience with Microsoft applications required
  • 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
  • 1-3 years experience in a Customer Service oriented role, with strong interpersonal skills
  • Ability to work well during peak pressure periods
  • Ability to work in a team environment