About the role
-
Position Summary
- The Production Planning and Customer Service Associate reports to the Planning and Customer Service Manager in the Planning and Customer Service department located at Fresenius Kabi Canada Hospital Compounding 2400 Skymark Ave.
- The Production Planning and Customer Service Associate is responsible for delivering industry leading customer service to customers both internal and external.
- This position is also responsible for maintaining an elevated level of organizational accountability to achieve customer satisfaction and perform job functions according to policies and regulations for the company.
-
Job Responsibilities
- Commits to being fully engaged, caring, and enthusiastic about the organization and its goals
- Commits to living the core Company values of
- Customer Focus – We put customers first
- Quality – We demand excellence
- Integrity – We are trustworthy
- Collaboration – We work well together
- Creativity – We deliver solutions
- Passion and Commitment – We care
- Adheres to corporate, regulatory, and individual responsibilities supporting the Company’s quality management programs, supporting policies, procedures, work instructions, and relevant software (eDMS)
- Adheres to the Company’s commitment to and policy on Code of Conduct
- Adheres to organizational and individual health and safety responsibilities in the workplace
- Answers the customer service calls and directs inquiries to appropriate departments by using appropriate telephone manners and customer service best practices
- Processes customer orders received via email.
- Enters orders into SAP with accuracy and according to SOPs
- Responsible from order entry until the order is signed upon receipt of shipment.
- Communicates effectively with the Contracts Department for pricing updates and resolving product price discrepancies on orders
- Provides order status information and assists customers in all aspects of customer service and follow up (e.g., contract pricing discrepancies, customer complaints, lost shipments and researching of customer order discrepancies)
- Processes credit/debit memos/ Invoices accurately in SAP after ascertaining compliance with policy
- Communicates effectively about notification of orders, discrepancies on products shipped, lost shipments, damaged shipments, and shipping documents
- Procures proof of delivery for order tracking, lost and damaged shipments, and online through Shipping Team.
- Processes customer product returns through SAP & warehouse according to the SOP.
- Prepares Customer Master Maintenance Request forms for new Customer accounts and changes
- Verifies daily the SAP orders and releases blocked invoices
- Files orders, invoices, and correspondences in the appropriate customer files
- Assists in Master Batch second eye verification and collation
- Helps with Planning Batches in SAP for Production.
- Updates numbers & reports according to Production numbers & report to Business
- Checks stocks on items & able to respond quicker to customer queries on Urgent Orders.
- Helps with Narcotic paperwork & Reconciliations.
- Updates Shipping Dept if any urgent requests or irregularities in Schedules.
- Sends out Memos & Planning Holiday schedules.
- Internally there is interaction with staff and management of all local and regional internal departments including but not limited to: Finance, Human Resources, Supply Chain Management, Customer Service Galaxy, Sales, Marketing, Quality & Warehouse.
- Externally there is interaction with Customers, Couriers, Hospital Purchasing, Materials Management, pharmacy, Accounts Payable departments, and shipping contacts.
- Maintains up-to-date training designated for this position including health and safety training via Learning Management System (KabiLift, FLC, and/or others as assigned)
- Performs other duties as assigned
-
Working Conditions
- Physical Effort: Prolonged sitting for extended periods in front of a computer.
- Physical Environment: The office area is comfortable, well-lit, and properly ventilated.
-
Qualifications
- Undergraduate degree or college diploma in a relevant discipline plus two years of related experience, or an equivalent combination of education, training, and experience
- Prior experience in the healthcare or pharmaceutical industry is preferred
-
Skills
- Excellent communication skills (written and verbal). Bilingual an Asset - English/French
- Strong computer skills in MS Office & SAP required
- Self-motivated and able to work with minimal supervision
- Strong attention to detail with the ability to multi-task and handle fluctuating workloads
- Excellent organizational, problem-solving, and time-management skills
- Excellent continuous improvement skills
- Proven ability to adhere to standards & procedures and maintain confidentiality
- Excellent customer service skills and the ability to collaborate with all levels both inside and outside the organization
- Strong customer service/order desk experience with particular focus on customer satisfaction
About Calea
Hospitals and Health Care
Calea is Canada’s leader in the provision of products and services that safely and reliably support community-based infusion therapy, advanced wound care, and the need for general medical supplies.
We are a community partner and licensed Pharmacy, providing expert solutions and support resources to healthcare professionals, hospitals, patients and their caregivers, and home care programs across the country. Calea supports patient care provided by several of Ontario’s largest Local Health Integration Networks’ (LHINs) Home and Community Care services. Our customers also include Regional Health Authorities.
Our people, experience, systems, and facilities make us a trusted partner in delivering innovative, cost-effective, patient-focused care that preserves independence and enhances quality of life. With over 280 employees and pharmacy locations in four provinces, Calea is committed to continually advancing the delivery of safe, high-quality community care.
Join a team that makes a difference! Come grow with us!
About the role
-
Position Summary
- The Production Planning and Customer Service Associate reports to the Planning and Customer Service Manager in the Planning and Customer Service department located at Fresenius Kabi Canada Hospital Compounding 2400 Skymark Ave.
- The Production Planning and Customer Service Associate is responsible for delivering industry leading customer service to customers both internal and external.
- This position is also responsible for maintaining an elevated level of organizational accountability to achieve customer satisfaction and perform job functions according to policies and regulations for the company.
-
Job Responsibilities
- Commits to being fully engaged, caring, and enthusiastic about the organization and its goals
- Commits to living the core Company values of
- Customer Focus – We put customers first
- Quality – We demand excellence
- Integrity – We are trustworthy
- Collaboration – We work well together
- Creativity – We deliver solutions
- Passion and Commitment – We care
- Adheres to corporate, regulatory, and individual responsibilities supporting the Company’s quality management programs, supporting policies, procedures, work instructions, and relevant software (eDMS)
- Adheres to the Company’s commitment to and policy on Code of Conduct
- Adheres to organizational and individual health and safety responsibilities in the workplace
- Answers the customer service calls and directs inquiries to appropriate departments by using appropriate telephone manners and customer service best practices
- Processes customer orders received via email.
- Enters orders into SAP with accuracy and according to SOPs
- Responsible from order entry until the order is signed upon receipt of shipment.
- Communicates effectively with the Contracts Department for pricing updates and resolving product price discrepancies on orders
- Provides order status information and assists customers in all aspects of customer service and follow up (e.g., contract pricing discrepancies, customer complaints, lost shipments and researching of customer order discrepancies)
- Processes credit/debit memos/ Invoices accurately in SAP after ascertaining compliance with policy
- Communicates effectively about notification of orders, discrepancies on products shipped, lost shipments, damaged shipments, and shipping documents
- Procures proof of delivery for order tracking, lost and damaged shipments, and online through Shipping Team.
- Processes customer product returns through SAP & warehouse according to the SOP.
- Prepares Customer Master Maintenance Request forms for new Customer accounts and changes
- Verifies daily the SAP orders and releases blocked invoices
- Files orders, invoices, and correspondences in the appropriate customer files
- Assists in Master Batch second eye verification and collation
- Helps with Planning Batches in SAP for Production.
- Updates numbers & reports according to Production numbers & report to Business
- Checks stocks on items & able to respond quicker to customer queries on Urgent Orders.
- Helps with Narcotic paperwork & Reconciliations.
- Updates Shipping Dept if any urgent requests or irregularities in Schedules.
- Sends out Memos & Planning Holiday schedules.
- Internally there is interaction with staff and management of all local and regional internal departments including but not limited to: Finance, Human Resources, Supply Chain Management, Customer Service Galaxy, Sales, Marketing, Quality & Warehouse.
- Externally there is interaction with Customers, Couriers, Hospital Purchasing, Materials Management, pharmacy, Accounts Payable departments, and shipping contacts.
- Maintains up-to-date training designated for this position including health and safety training via Learning Management System (KabiLift, FLC, and/or others as assigned)
- Performs other duties as assigned
-
Working Conditions
- Physical Effort: Prolonged sitting for extended periods in front of a computer.
- Physical Environment: The office area is comfortable, well-lit, and properly ventilated.
-
Qualifications
- Undergraduate degree or college diploma in a relevant discipline plus two years of related experience, or an equivalent combination of education, training, and experience
- Prior experience in the healthcare or pharmaceutical industry is preferred
-
Skills
- Excellent communication skills (written and verbal). Bilingual an Asset - English/French
- Strong computer skills in MS Office & SAP required
- Self-motivated and able to work with minimal supervision
- Strong attention to detail with the ability to multi-task and handle fluctuating workloads
- Excellent organizational, problem-solving, and time-management skills
- Excellent continuous improvement skills
- Proven ability to adhere to standards & procedures and maintain confidentiality
- Excellent customer service skills and the ability to collaborate with all levels both inside and outside the organization
- Strong customer service/order desk experience with particular focus on customer satisfaction
About Calea
Hospitals and Health Care
Calea is Canada’s leader in the provision of products and services that safely and reliably support community-based infusion therapy, advanced wound care, and the need for general medical supplies.
We are a community partner and licensed Pharmacy, providing expert solutions and support resources to healthcare professionals, hospitals, patients and their caregivers, and home care programs across the country. Calea supports patient care provided by several of Ontario’s largest Local Health Integration Networks’ (LHINs) Home and Community Care services. Our customers also include Regional Health Authorities.
Our people, experience, systems, and facilities make us a trusted partner in delivering innovative, cost-effective, patient-focused care that preserves independence and enhances quality of life. With over 280 employees and pharmacy locations in four provinces, Calea is committed to continually advancing the delivery of safe, high-quality community care.
Join a team that makes a difference! Come grow with us!