Job description

MAIN FUNCTIONS

National Order Processing:

• Enter orders into JDE, ensure accounts are properly defined for customer type, and input customer’s
requested delivery date in JDE.
• Respond to all customer inquiries and requests within 24 hours (order tracking, pricing, product availability,
etc.).
• Notify the warehouse of any urgent orders that need to ship same day.
• Follow up on out-of-stock orders with the supply chain inventory team.
• Release backordered lines when stock becomes available after consulting with customer based on their
needs and order cancellation policy.
• Sort orders into channels (except for McKesson) and prepare boxes for archiving.
• Process the release of McKesson orders and file picks.
• Set up new customer accounts as received from commercial sales team.
• Work collaboratively with the commercial sales team/account managers to ensure optimal service for our
customers (price change communications, product allocations, new accounts, etc.).

International/Export Order Processing:

• Enter orders into JDE, ensure accounts are properly defined for customer type, and input customer’s
requested delivery date in JDE.
• Ensure that stock is available and, for products distributed via Lynden, have the stock put on CH hold to
reserve the stock, when the shipment of the order will not be immediate.
• Prepare pro-forma, confirm payment with accounting, forward information to warehouse, coordinate with
carrier, prepare export documents, and invoice.
• Monitor product transport conditions (e.g. Temperature).
• Maintain communication with the customer until the product is received.
• Customer and price database:
- Initiate account opening requests.
- Initiate account modification requests.
- Price change request initiation, when JDE price is not accurate.

Product Returns and Credit:

• Issue all credits and chargebacks related to billing errors and inform finance department.
• Forward return or destruction requests to the customer service manager for approval.
• For all physical returns (regular and withdrawal), complete the RMA request in JDE, record this JDE in the
returns list on SharePoint while completing the return form addressed to the warehouse, and complete and
deliver the return form addressed to the customer (regular or withdrawal).
• For all destruction requests, complete the RMA request in JDE, complete and deliver the destruction form
to the customer.
• Ensure that the customer is informed of any credit and/or chargeback.
• inform the finance department of any credit that reverses an invoice so that it can be applied to the account
before the statements are printed.

Reception:

• Answer telephone calls in a courteous manner, screen and route them to recipients.
• Manage the omega customer service mailbox on a daily basis.
• If possible, provide information requested by the caller.
• Greet visitors at reception with courtesy and ensure quality service, in accordance with office protocol
and corporate procedures.
• Notify the person concerned by the visitor and ensure their comfort during unforeseen waiting times.
• Communicate all information received concerning a medical question, complaint or adverse reaction to
the regulatory affairs department (pharmacovigilance).
• Carry out any other related tasks deemed relevant to this position.

REQUIREMENTS AND SKILLS

• High school diploma or equivalent experience.
• Minimum 3-5 years experience in pharmaceutical customer service,
• Bilingualism (French and English) and excellent written and oral communication skills,
• Mastery of computer tools, in particular the Microsoft suite (Word, Excel, PowerPoint),
• Commitment to customer satisfaction,
• Good presentation, courtesy, judgment, initiative, interpersonal skills and stress tolerance.
• Ability to manage priorities and work under pressure with tight deadlines/frequent changes of priority,
• Team spirit, resourcefulness and autonomy.