Customer Service Representative

Customer Service Representative (6 months contract)

At Paladin, we believe that flexibility can have a positive impact. That's why our employees have the power to choose when and where they are most productive and effective. If you are looking for an opportunity to work from home for a fast-paced organization, Paladin is the place for you!

This position requires a presence at our office located in St-Laurent, Montreal, one day per week, depending on operational needs.

Position Summary

The Customer Service Representative is responsible for ensuring that customers’ concerns are handle in a professional manner, demonstrating service excellence and commitment to customer satisfaction. He enters, verifies and manages orders from several stakeholders and ensures that all relevant information is communicated to customers. 

Reports To

Operations Manager

Specific Responsibilities

• Manage orders as requested by the operations team, enter orders, follow deliveries and support customers.
• Follow-up with third parties (3PL) and customers when orders are late or parts are missing.
• Send notices to wholesalers, provide support for inventory returns and prepare necessary export documentation.
• Document returns of goods to the warehouse, communicating and collecting data and information from the 3PL and the quality service.
• Answer questions and manage customer complaints, communicate relevant information and direct inquiries to the appropriate resources.
• Communicate with the various departments about problems or opportunities for improvement.
• Monitor operational statistics, achieve key performance indicators and update Customer Service guidelines.
• Follow up on open inquiries and communicate unresolved calls to appropriate person based on our Standard Operating Procedures (SOP’s).
• Coordinate the international order process and issue the required documentation for the export of products.
• Investigate orders discrepancies related to price difference or short dated products.
• Process patient support orders and dispatch the inquiries to medical team.

Characteristics of a Good Candidate

• Excellent communication skills
• Team player
• Good organizational skills
• Commitment to customer satisfaction

• Problems solving
• Initiative and follow through
• Ability to adapt to changing priorities
• Multitasking and ability to prioritize

Candidate Profile

Required

• College diploma in Administration or relevant field.
• 1-2 years’ experience in a similar position, preferably in the pharmaceutical industry.
• Proficient with Microsoft Windows and Office Suite.
• Bilingualism (French and English), written and spoken.

Asset

• Knowledge of SAP.

Note: The use of the masculine gender includes the feminine and is employed solely to facilitate reading.

Only selected candidates will be contacted.