Calea is Canada’s leading pharmacy in the sterile compounding of patient-specific medications. Through our many customers across Canada, we enable the provision of increasingly complex community-based infusion therapies that avoid or reduce acute care stay.

WHAT WE OFFER!

At Calea we foster a collaborative environment where employees are encouraged to share ideas and contribute to meaningful work. We offer unique learning opportunities to grow and build your career. In addition, we value each and every contributor and offer various benefits and rewards (as applicable) including:

• Health and dental benefits that start on your first day of employment
• Company matched RRSP program
• Generous vacation plan with one extra day accrual for each year of service
• Paid float days and paid sick days
• Employee assistance program
• Casual office dress code
• Employee recognition program
• Professional growth and development opportunities

We are currently seeking a full-time Warehouse Associate to join our team!

We are currently searching for a full time Customer Service Team Lead to join our team!

SCHEDULE:

Monday to Friday 9:00AM to 5:00PM, with limited shift rotation on an as needed basis during vacation periods.

The department covers the following shifts: Weekend coverage is approximately one weekend every six weeks, Saturday & Sunday 12-hour shift coverage. Flexibility required.

POSITION SUMMARY

The Customer Service Team Leader is responsible for the coordination and workflow of the Customer Service Representatives and Order Entry Clerks in the service provisions for IV Therapy, Medical Supply, Enteral Nutrition clients and home TPN (Total Parental Nutrition). The team leader is responsible for coordinating timely delivery to patients and assisting with resolving product, protocol and service issues. This position requires a balance of administrative duties and customer service duties.

PRINCIPAL ACCOUNTABILITIES

• Oversee and assist in all administrative duties related to the coordination and provision of Calea’s products and services with respect to and to ensure clients receive the highest quality of service.
• Responsible for helping staff resolve service questions and issues
• Must ensure that daily functions of the CSR/equipment pick up CSR group are being completed.
• Responsible for staff scheduling, and the organization of staff daily, ensuring that all areas of the department can deliver a high level of customer service. Available to fulfill shifts when required to meet customer/order fulfillment requirements.
• Oversee and assist with coordinating communications with internal and external clients. Monitor call wait times and ensure appropriate number CSR’s are logged into phone queues.
• Must be able to log in to the phone system and aid in answering the calls in the CSR department
• Oversee and assist with coordinating all relevant information with the various departments within Calea such as pharmacy, shipping, warehouse and finance departments regarding products and services. Including attended cross department huddles/meetings.
• Coordinate information with internal departments and the CSR groups.
• Must ensure all Policies, Work Instructions and departmental procedures are being followed by the staff.
• Responsible for on-going training within the Customer Service Area for both new staff and existing staff to help maintain product knowledge (set up in-services etc.)
• Identify gaps in service levels and the necessary steps to improve departmental knowledge to better service the customers.
• Assist Supervisor and manager with yearly performance appraisals.
• Responsible for creating the monthly work schedule. Must be available to help cover shifts and lead by example in both work performance and customer service skills
• Ensure all relevant production scheduling is accomplished (TPN etc.)
• Responsible coordinating staff to monitor Monarchs’ communication boards (Backorder, Unsuccessful, Warning etc…), ensuring they are being reviewed in a timely manner.
• Participates in departmental quality improvement initiatives, participate in root cause analysis of Corrective Action Requests and supports change implementation.
• Participate in Corporate quality and efficiency improvement initiative (e.g. SAP, and process improvement projects)
• Run weekly and monthly reports on CSR/OE order fulfillment, and phone statistics

QUALIFICATIONS

• A minimum of a college diploma in a related medical discipline, with a minimum of 3-5 years of customer

service experience in a medical environment.

• Knowledge of Monarch, Excel, Microsoft Word and Outlook programs an asset with well-developed

keyboarding skills.

SKILLS

• Excellent communication skills (written and verbal)

• Excellent customer service skills and the ability to collaborate with all levels both inside and outside the organization

• Strong computer skills in MS Office

• 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 and problem solving skills

• Excellent continuous improvement skills

• Proven ability to adhere to standards & procedures and maintain confidentiality

• Excellent organizational skills with the ability to work independently and manage priorities under pressure.

• Excellent verbal and written communication skills along with call center experience and an exceptional

telephone manner

• Strong interpersonal skills needed for dealing with staff and all levels of management as well as

customers, both internal and external.

• Able to multi-task and handle varying workloads and demands
• Flexible and adaptable to meet the requirements of our evolving business requirements

MORE ABOUT US!

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 250 employees and pharmacy locations in three provinces, Calea is committed to continually advancing the delivery of safe, high-quality community care.

If you are looking to work for a growing, global corporation that is focused on making meaningful improvements in the safety, affordability, and availability of the care medical professionals provide to their patients, then you should consider Calea & Fresenius Kabi Canada. We are an employer that works to build great leaders, teams and businesses.

Inclusion and Equal Opportunity Employment

At FKC and Calea, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities. We are an equal opportunity employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we are committed to providing accommodations and will work with candidates to meet their needs and provide an accessible candidate experience. If you are a person with a disability and require assistance during the application process, please let us know (hrcanada@fresenius-kabi.com). We welcome members of all backgrounds, experiences and perspectives to apply.