Customer Service/Call Center Specialist (Pharmaceuticals Service Center) - Remote based in Canada

Alphanumeric is hiring a  Customer Service Specialist  for our Vaccines Service Center (fully remote) - Based in Canada,  providing support to one of the biggest Pharmaceutical companies in the world.

In the role of customer service specialist (remote), you will be responsible to manage the processes associated with the order to cash and reverse distribution operations for a pharmaceutical client’s vaccine portfolio. You will be engaging with the client’s customer base, trading partners, and other stakeholders to provide order and administrative support while ensuring compliance and accuracy throughout the entirety of the interaction. Additionally, you will develop and maintain strong customer relationships to fully understand and engage with the requirements of the various operational bodies to further the client’s competitive advantage as an industry leader.

Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada. Please apply with your CV in English.

This position must master verbal and written English skills because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in Eastern Time Zone or similar. 

Conditions:

• Salary: 19.06 CA$ per hour
• Employment: Full-time permanent
• Working Hours: Monday to Friday in shifts between 8am - 6pm EST (37,5 hours/week)
• Type of Work: Fully remote from wherever you want in Canada with all the equipment provided
• Benefits: Medical, Dental, Life Insurance
• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)

Requirements:

• Excellent English communication skills, spoken and written. 
• Minimum of 2 years in a customer service environment preferably a call center. 
• PC experience and knowledge of business software required with a concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook, etc.). 
• Experience supporting customers with various e-commerce and ticketing systems. 
• Comfortable making inbound and outbound calls.  
• Understanding of web navigation and standard browser software (i.e., Chrome and/or Firefox). 
• Experience using standard process management methodologies. 
• BA or BSc preferred (health/life sciences degree is an asset). 
• Experience in the pharmaceutical and/or health/life sciences industry an asset 

Position Summary:

• Achieve customer satisfaction through front-line contact with the client’s customers. Handle & respond to inbound customer calls within parameters set by customer service levels. 
• Maintain advanced organizational skills, a high level of self-motivation, with the ability to work independently/efficiently in a high-pressure environment, and a proven ability to manage multiple competing priorities through to completion. 
• Ability to ensure attention to detail while balancing efficient communication through multiple channels of communication. 
• Maintain excellent interpersonal and telephone skills with a proven ability to forge strong relationships with customers while working effectively and collaboratively with all team members within cross-functional workstreams. 
  
• Develop and maintain, using a life-long learning strategy, an in‐depth knowledge of the client's product line, pricing structures, and various channel operations strategies using the client’s available resources. 
• Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns to ensure compliance and cycle time goals are met. Responsible for the timely escalation of issues/transactions outside of designated remit while also identifying issues proactively. 
• Follow procedures as defined by standard operating procedures in addition to proactively identifying opportunities for process improvements. 

What issues will you be providing support to?

• Returning Orders
• Vaccine product inquiries
• Prices and Vaccine availability 
• Payment/Account balances
• Guidance in e-commerce website
• Shipping status
• Claims (order reviews) 
• Escalations
• Website account managing: password resets/account activations