Title:  Bilingual Customer Service Representative

Sun Pharmaceuticals Industries Inc. is the fifth largest generic pharmaceutical company in the world, and is rapidly building a branded product presence globally and specifically in Canada. Sun Pharma Canada Inc. has a team of 70 plus employees and a portfolio of 5 commercial products in the branded business and a pipeline of molecules in development. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately help patients.

At Sun Pharma Canada Inc. we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values:

Humility. Integrity. Passion. Innovation.

Job purpose

As a member of the Customer Service Team you are passionate about serving our customers. Our team members are dynamic, energetic, and enthusiastic problem-solvers always looking for ways to improve our processes.

The Bilingual Customer Service Representative will be responsible for providing exceptional customer service and satisfaction in the areas of order management and error resolution. They will liaise with various internal teams and build strong relationships with all partners.

Duties and responsibilities

• Accurately process orders; manual and EDI for Branded products

• Manage supply issues and communicate updates to customers for Branded products

• Provide follow ups and prepare reports when requested for Branded business

• Resolve customer concerns utilizing established processes

• Manage customer non-conformances and process adjustments as needed

• Respond to inquiries regarding product information and availability

• Responds to misc. type inquiries, ensure forwarded to appropriate team for response

• Illustrates professional attitude during all communication with internal and external customers

• Communicates effectively with our Third-Party Logistics partners

• Participates in projects as assigned by the Customer Service Manager

• Completes all GMP Documentation accurately and in a timely manner

• Completes all training assignments and maintains personal training records

• Participates in Internal, Customer and Regulatory Audits

Additional responsibility (Only applicable to customer facing roles)

Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business day

Qualifications

Knowledge, Skills and Abilities:

• Bilingual (French/English) with excellent communication skills mandatory

• Strong understanding and aptitude for Accounts Receivable and Credit Management Ability to deliver exceptional Customer Service and positive results through friendly and professional interactions with internal and external stakeholders

• Exhibits a strong ability to multitask with a sense of urgency and energy

• Exhibits strong ability to adapt to changing workload priorities

• Strong attention to detail and ability to prioritize and plan work

• Strong problem solving/troubleshooting skills

• Excellent initiative and organizational skills

• Strong computer skills: Word and Excel; working knowledge of SAP preferred

• Ability to work within procedural guidelines as documented for the department

Background and Experience:

• Three years previous customer service experience in a pharmaceutical environment preferred

• University degree/College diploma in relevant field of study

Working conditions

• Office Environment

• Desk Role, ergonomically set up, comfortable

• Quiet, temperature controlled

• Computer and Phone focused

Physical requirements

Office based

Direct reports

NA