Bilingual Customer Service Representative

Driven by a bold pursuit of science and fueled by an unwavering commitment to patients, Sun Pharma is a leading global pharmaceutical company, providing high-quality medicines trusted by healthcare professionals and patients.

As part of our mission to Reach People and Touch Lives, we deliver Innovative Medicines, Generics and Consumer Healthcare products that improve the lives of millions of people. With a broadly diversified portfolio of products that span multiple therapeutic areas, we improve access to effective, affordable treatments that promote better health and well-being.

Reaching People. Touching Lives.

Job purpose

As a member of the Customer Service Team you are passionate about serving our customers. Our team members are dynamic, energetic, and enthusiastic problem-solvers always looking for ways to improve our processes.

The Bilingual Customer Service Representative will be responsible for providing exceptional customer service and satisfaction in the areas of order management and error resolution. They will liaise with various internal teams and build strong relationships with all partners.

Duties and responsibilities

• Accurately process orders; manual and EDI
• Manage supply issues and communicate updates to customers
• Provide follow ups and prepare reports when requested
• Resolve customer concerns utilizing established processes
• Manage customer non-conformances and process adjustments as needed
• Respond to inquiries regarding product information and availability
• Responds to misc. type inquiries, ensure forwarded to appropriate team for response
• Illustrates professional attitude during all communication with internal and external customers
• Communicates effectively with our Third-Party Logistics partners
• Participates in projects as assigned by the Customer Service Manager
• Completes all GMP Documentation accurately and in a timely manner
• Completes all training assignments and maintains personal training records
• Participates in Internal, Customer and Regulatory Audits
  
  

Additional responsibility (Only applicable to customer facing roles)

Report any adverse event received from customers for company products to the pharmacovigilance department/ Drug Safety on the same day or within 1 business day

Qualifications

• Bilingual (French/English) with excellent communication skills is requirement 
• Collaboration & Communication skills – Requirement 
• Three years previous customer service experience – requirement in a pharmaceutical environment /similar industry preferred
• University degree/College/ High School diploma in relevant field of study preferred
• Strong understanding and aptitude for Accounts Receivable and Credit Management Ability to deliver exceptional Customer Service and positive results through friendly and professional interactions with internal and external stakeholders - preferred
• Exhibits a strong ability to multitask with a sense of urgency and energy – requirement
• Exhibits strong ability to adapt to changing workload priorities - requirement
• Strong attention to detail and ability to prioritize and plan work – requirement
• Strong problem solving/troubleshooting skills – requirement
• Excellent initiative and organizational skills – requirement
• Strong computer skills: Word and Excel; working knowledge of SAP preferred
• Ability to work within procedural guidelines as documented for the department - preferred
• Ability to work independently and as part of a team – requirement 

 Working conditions

• Office Environment
• Desk Role, ergonomically set up, comfortable
• Quiet, temperature controlled
• Computer and Phone focused
  
  

Physical requirements

• Office based with Hybrid option when needed
  

Direct reports

N/A

JD  in French 

Objectif du poste

En tant que membre de l’équipe du service à la clientèle, vous êtes animé(e) par la volonté d’offrir un service exceptionnel à nos clients. Nos membres d’équipe sont dynamiques, énergiques et enthousiastes, et se distinguent par leurs solides capacités de résolution de problèmes ainsi que par leur désir constant d’améliorer les processus.

Le ou la représentant(e) bilingue du service à la clientèle est responsable d’assurer un service à la clientèle et une satisfaction client de très haut niveau, particulièrement en matière de gestion des commandes et de résolution des erreurs. Cette personne collabore étroitement avec diverses équipes internes et développe des relations solides avec l’ensemble des partenaires.

Fonctions et responsabilités

• Traiter les commandes avec exactitude, tant manuelles que par EDI
• Gérer les enjeux d’approvisionnement et communiquer les mises à jour aux clients
• Effectuer les suivis requis et préparer des rapports, au besoin
• Résoudre les problématiques et préoccupations des clients en utilisant les processus établis
• Gérer les non‑conformités clients et apporter les ajustements nécessaires aux processus
• Répondre aux demandes relatives à l’information produit et à la disponibilité
• Répondre aux demandes diverses et s’assurer qu’elles sont transmises à l’équipe appropriée lorsque requis
• Faire preuve d’une attitude professionnelle lors de toutes les communications avec les clients internes et externes
• Communiquer efficacement avec les partenaires logistiques tiers (3PL)
• Participer aux projets assignés par le ou la gestionnaire du service à la clientèle
• Compléter toute la documentation BPF (Bonnes pratiques de fabrication – GMP) avec exactitude et dans les délais prescrits
• Compléter toutes les formations requises et maintenir à jour les dossiers de formation personnelle
• Participer aux audits internes, clients et réglementaires

**Responsabilité additionnelle

(applicable uniquement aux rôles en contact direct avec les clients)**

Signaler tout événement indésirable reçu de la part des clients concernant les produits de l’entreprise au département de pharmacovigilance / sécurité des médicaments le jour même ou dans un délai maximal d’un (1) jour ouvrable

Qualifications

• Bilinguisme (français/anglais) requis, avec d’excellentes aptitudes en communication, tant à l’oral qu’à l’écrit
• Solides compétences en collaboration et en communication – exigées
• Minimum de trois (3) années d’expérience en service à la clientèle – exigées; une expérience dans le secteur pharmaceutique ou un environnement similaire constitue un atout
• Diplôme universitaire, collégial ou diplôme d’études secondaires dans un domaine pertinent – souhaité
• Bonne compréhension et aptitude en gestion des comptes clients (comptes recevables) et en gestion du crédit; capacité à offrir un service à la clientèle exceptionnel et à générer des résultats positifs grâce à des interactions professionnelles et courtoises avec les parties prenantes internes et externes – souhaitée
• Capacité démontrée à gérer plusieurs tâches simultanément avec un fort sens de l’urgence et de l’énergie – exigée
• Grande capacité d’adaptation à des priorités de travail changeantes – exigée
• Excellente attention aux détails ainsi qu’une forte capacité à prioriser et planifier le travail – exigée
• Solides compétences en résolution de problèmes et en dépannage – exigées
• Fort esprit d’initiative et excellentes compétences organisationnelles – exigées
• Maîtrise des outils informatiques, notamment Microsoft Word et Excel; connaissance pratique de SAP – souhaitée
• Capacité à travailler conformément aux procédures et lignes directrices documentées du service – souhaitée
• Capacité à travailler de façon autonome et en équipe – exigée

Conditions de travail

• Environnement de bureau
• Poste principalement à un bureau, avec aménagement ergonomique confortable
• Environnement calme et à température contrôlée
• Travail axé sur l’utilisation de l’ordinateur et du téléphone

Exigences physiques

Poste basé au bureau, avec possibilité de travail hybride selon les besoins

Supervision

Aucun report direct

This posting is for an existing vacancy.

The presently-anticipated base compensation pay range for this position is $52,500 to $65,500. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Annual Performance Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; RRSP savings plan; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.

The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).

We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, ethnic origin, citizenship, ancestry, sex, age, marital status, family status, physical or mental disability, gender identity, gender expression or any other ground protected by applicable human rights legislation.

The Company uses artificial intelligence to screen, assess or select applicants.

Notice to Agency and Search Firm Representatives:   Sun Pharmaceuticals Industries, Inc. (Sun) is not accepting unsolicited resumes from agencies and/or search firms for this job posting.  Resumes submitted to any Sun employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Sun.  No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.