Top Three Skills:

• Experience in Customer Service and/or S/4, strong aptitude for systems & process, bilingual

Position Summary

• The Customer Logistics Representative plays a critical role as the interface between customers and the company.
• They operate within a team environment and are responsible for processing orders and credits, investigating claims, coordinating returns, enforcing order fulfilment policies, and effectively communicating information.

Primary Responsibilities

• 25% Order and credit processing – process standard and non-standard or complex orders received via phone, email, fax or EDI, process credits
• 15% Returns – research and approve/deny customer returns ensuring adherence to policies
• 20% Customer inquiries and communications – respond to customer inquiries with varying levels of complexity and difficulty; ensure issues and problems are resolved appropriately and in a timely manner; communicate difficult or complex information to customers; use facts and data appropriately to address customer questions
• 15% Customer claims – investigate and ensure resolution of all customer claims within specified timelines; prepare reports and documentation to support the approval or denial of the claim; communicate decisions to customer
• 10% Tracking – maintain call and email logs; ensure completeness and accuracy of logs and perform analysis to support monthly reports and metrics
• 10% Reporting – prepare other reporting related to Narcotic orders, month-end and returns
• 5% Professional and Personal Development – create and achieve goals and objectives; active participation in Goals & Objectives discussions and the 5 conversations

QUALIFICATIONS Education and Experience

• University degree or community college preferred
• 3 years experience in Customer Service or a related role preferably in the healthcare/pharmaceutical industry
• Strong attention to detail, accuracy and process adherence
• Experience in managing multiple priorities simultaneously
• Excellent interpersonal and communication skills – verbal and written
• Strong independent problem solving skills; able to apply judgment in handling complex and sensitive inquiries and issues
• Understanding of the order to cash cycle, and supply chain basics
• Strong focus on compliance Technical competency requirement
• Strong aptitude for systems and experience with SAP preferred
• Bilingual (English / French)
• Highly proficient in MS office applications, including advanced Excel skills
• Skilled in analytics, data communication
• Working knowledge of SOX, GMP and Healthcare Compliance requirements