Customer Care Specialist
About the role
Titre du poste :Spécialiste du Service à la Clientèle
Supérieur hiérarchique : Responsable de la chaîne d’approvisionnement Opella Canada
Lien hiérarchique indirect : N/A
Département : Chaîne d’approvisionnement
Lieu : Laval, Québec, Canada
Résumé du poste
Le Spécialiste du Service à la Clientèle est responsable de la gestion des commandes clients avec précision et efficacité dans le système ERP (Polaris). Ce poste joue également un rôle essentiel dans la gestion des réclamations et collabore avec toutes les équipes pour favoriser l’excellence de la chaîne d’approvisionnement grâce au soutien opérationnel des clients. Le Spécialiste du Service à la Clientèle établira et maintiendra une relation collaborative avec les personnes et équipes désignées au sein de Opella afin de développer et coordonner des plans opérationnels qui répondent ou dépassent les attentes des clients. Ce poste travaillera en partenariat avec les équipes de logistique client, la gestion de marque et toutes les fonctions de la chaîne d’approvisionnement (planification de la demande, distribution et transport) pour assurer le plus haut niveau de service.
Responsabilités spécifiques au rôle
Le Spécialiste du Service à la Clientèle sera responsable de :
- Surveiller et gérer les commandes afin d’optimiser le processus de réapprovisionnement
- Contribuer à l’amélioration continue des activités de prise de commande selon les initiatives internes
- Identifier et communiquer de manière proactive aux clients et aux équipes commerciales tout problème lié aux commandes ou promotions en cours/à venir
- Rapporter diverses données liées aux expéditions ou aux indicateurs clients et recommander des actions correctives
- Suivre les exigences des commandes clients, les programmes de conformité et les pénalités
- Traiter les réclamations clients pour marchandises endommagées, pénalités et retours
Interfaces
- Équipe des comptes clés, Finance, Ci2C, Marketing, Chaîne d’approvisionnement interne (logistique, planification de la demande, 3PL)
Cette description est représentative mais non exhaustive des responsabilités du poste. L’employé pourra être amené à effectuer, ponctuellement, des tâches non mentionnées dans ce document mais liées aux objectifs de l’entreprise.
Qualifications
Formation : Baccalauréat (préféré)
Expérience : Minimum 3 ans en service à la clientèle dans le secteur CPG/OTC (préféré)
Compétences professionnelles : Excellentes compétences en communication orale et écrite. Gestion des commandes dans SAP, environnement S-4. Maîtrise des outils informatiques, incluant la suite Microsoft.
Compétences spécifiques au rôle : Les candidats retenus doivent être autonomes, minutieux, apprécier le travail en équipe et avoir une curiosité insatiable pour identifier et corriger les problèmes potentiels. Maîtrise du français et de l’anglais.
***English Version***
Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally .
Our mission is to bring health in people’s hands by making self-care as simple as it should be . For half a billion consumers worldwide – and counting.
At the core of this mission is our 100 loved brands , our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.
As a globally certified B Corp company, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com .
About the job:
The Customer Care Specialist is responsible for managing sales orders for customers accurately and efficiently into the ERP system (Polaris). This position also plays a vital role in Claims management and works in partnership with all teams to drive supply chain excellence through operational support of the customer. The Customer Care Specialist will build and maintain a collaborative relationship with designated individuals and teams within Opella to develop and coordinate operational plans that will meet or exceed customer expectations. This position will work in partnership with Opella’s Customer Logistics Account teams, Brand Management, and all areas of Opella Supply Chain (i.e. Demand Planning, Distribution, and Transportation) to ensure the highest level of service.
Main Responsibilities:
The Customer Care Specialist will be responsible for:
· Monitor and manage sales orders to optimize replenishment process
· Contribute to continuous improvement of order taking activities as required by internal team initiatives.
· Proactively identify and communicate to customer and sales teams any issues with current/upcoming orders or promotions
· Report various shipment or customer scorecard data and recommend corrective actions
· Monitor customer order requirements, compliance programs and fines
· Process customer claims for damaged goods, fines and returns
Interfaces
· Key Accounts team, Finance, Ci2C, Marketing, Internal Supply Chain (Logistics, Demand Planning, 3PL
This description is representative but not inclusive of all position responsibilities. Associate may be asked from time to time to complete tasks not listed within the contents of this document, but that are relative to the goals of the business .
About You:
Education : High School Diploma required, Bachelor’s degree preferred
Experience: Minimum 3 years in Customer Care within CPG/ OTC preferred
Professional Skills: Excellent oral and written communication skills required. Order Management/ order processing in SAP, S-4 environment. Proficient PC Skills, including Microsoft Suite of products.
Role Specific Competencies: Successful candidates should be Self-Motivated, detail oriented, thrive in a team-based environment and have an insatiable curiosity to identify and correct potential issues. Proficient in French and English.
Opella and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
The salary range for this position is:
60,000.00 - 85,000.00 CAD Annual
All compensation will be determined commensurate with demonstrated experience. Employees may be
eligible to participate in Company employee benefit programs. Additional benefits information can be
found through the LINK.
#GD-SA
#LI-SA
#LI-HYBRID
About Opella
Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.
Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.
At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers.
Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.
As a globally certified B Corp company, we are active players in the journey towards healthier people and planet.
Find out more about our mission on our website.
Customer Care Specialist
About the role
Titre du poste :Spécialiste du Service à la Clientèle
Supérieur hiérarchique : Responsable de la chaîne d’approvisionnement Opella Canada
Lien hiérarchique indirect : N/A
Département : Chaîne d’approvisionnement
Lieu : Laval, Québec, Canada
Résumé du poste
Le Spécialiste du Service à la Clientèle est responsable de la gestion des commandes clients avec précision et efficacité dans le système ERP (Polaris). Ce poste joue également un rôle essentiel dans la gestion des réclamations et collabore avec toutes les équipes pour favoriser l’excellence de la chaîne d’approvisionnement grâce au soutien opérationnel des clients. Le Spécialiste du Service à la Clientèle établira et maintiendra une relation collaborative avec les personnes et équipes désignées au sein de Opella afin de développer et coordonner des plans opérationnels qui répondent ou dépassent les attentes des clients. Ce poste travaillera en partenariat avec les équipes de logistique client, la gestion de marque et toutes les fonctions de la chaîne d’approvisionnement (planification de la demande, distribution et transport) pour assurer le plus haut niveau de service.
Responsabilités spécifiques au rôle
Le Spécialiste du Service à la Clientèle sera responsable de :
- Surveiller et gérer les commandes afin d’optimiser le processus de réapprovisionnement
- Contribuer à l’amélioration continue des activités de prise de commande selon les initiatives internes
- Identifier et communiquer de manière proactive aux clients et aux équipes commerciales tout problème lié aux commandes ou promotions en cours/à venir
- Rapporter diverses données liées aux expéditions ou aux indicateurs clients et recommander des actions correctives
- Suivre les exigences des commandes clients, les programmes de conformité et les pénalités
- Traiter les réclamations clients pour marchandises endommagées, pénalités et retours
Interfaces
- Équipe des comptes clés, Finance, Ci2C, Marketing, Chaîne d’approvisionnement interne (logistique, planification de la demande, 3PL)
Cette description est représentative mais non exhaustive des responsabilités du poste. L’employé pourra être amené à effectuer, ponctuellement, des tâches non mentionnées dans ce document mais liées aux objectifs de l’entreprise.
Qualifications
Formation : Baccalauréat (préféré)
Expérience : Minimum 3 ans en service à la clientèle dans le secteur CPG/OTC (préféré)
Compétences professionnelles : Excellentes compétences en communication orale et écrite. Gestion des commandes dans SAP, environnement S-4. Maîtrise des outils informatiques, incluant la suite Microsoft.
Compétences spécifiques au rôle : Les candidats retenus doivent être autonomes, minutieux, apprécier le travail en équipe et avoir une curiosité insatiable pour identifier et corriger les problèmes potentiels. Maîtrise du français et de l’anglais.
***English Version***
Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally .
Our mission is to bring health in people’s hands by making self-care as simple as it should be . For half a billion consumers worldwide – and counting.
At the core of this mission is our 100 loved brands , our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.
As a globally certified B Corp company, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com .
About the job:
The Customer Care Specialist is responsible for managing sales orders for customers accurately and efficiently into the ERP system (Polaris). This position also plays a vital role in Claims management and works in partnership with all teams to drive supply chain excellence through operational support of the customer. The Customer Care Specialist will build and maintain a collaborative relationship with designated individuals and teams within Opella to develop and coordinate operational plans that will meet or exceed customer expectations. This position will work in partnership with Opella’s Customer Logistics Account teams, Brand Management, and all areas of Opella Supply Chain (i.e. Demand Planning, Distribution, and Transportation) to ensure the highest level of service.
Main Responsibilities:
The Customer Care Specialist will be responsible for:
· Monitor and manage sales orders to optimize replenishment process
· Contribute to continuous improvement of order taking activities as required by internal team initiatives.
· Proactively identify and communicate to customer and sales teams any issues with current/upcoming orders or promotions
· Report various shipment or customer scorecard data and recommend corrective actions
· Monitor customer order requirements, compliance programs and fines
· Process customer claims for damaged goods, fines and returns
Interfaces
· Key Accounts team, Finance, Ci2C, Marketing, Internal Supply Chain (Logistics, Demand Planning, 3PL
This description is representative but not inclusive of all position responsibilities. Associate may be asked from time to time to complete tasks not listed within the contents of this document, but that are relative to the goals of the business .
About You:
Education : High School Diploma required, Bachelor’s degree preferred
Experience: Minimum 3 years in Customer Care within CPG/ OTC preferred
Professional Skills: Excellent oral and written communication skills required. Order Management/ order processing in SAP, S-4 environment. Proficient PC Skills, including Microsoft Suite of products.
Role Specific Competencies: Successful candidates should be Self-Motivated, detail oriented, thrive in a team-based environment and have an insatiable curiosity to identify and correct potential issues. Proficient in French and English.
Opella and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.
The salary range for this position is:
60,000.00 - 85,000.00 CAD Annual
All compensation will be determined commensurate with demonstrated experience. Employees may be
eligible to participate in Company employee benefit programs. Additional benefits information can be
found through the LINK.
#GD-SA
#LI-SA
#LI-HYBRID
About Opella
Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.
Our mission is to bring health in people’s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.
At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers.
Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.
As a globally certified B Corp company, we are active players in the journey towards healthier people and planet.
Find out more about our mission on our website.