Customer Care Specialist II

Fortis Life Sciences; Toronto; On-site; CAD 40,000 - 50,000; Full time

Job summary

A life sciences solutions provider in Toronto is looking for a Customer Care Specialist. In this role, you will manage customer inquiries, support sales and account activities, and assist with logistics and office administration. Candidates should have customer service experience, strong communication skills, and familiarity with ERP/CRM systems. This position offers a dynamic work environment with a focus on customer engagement.

Benefits

Flexible business hours

Supportive work environment

Qualifications

• Minimum 2 years of experience in customer service, administrative support, or sales operations.
• Familiarity with invoicing, accounts receivable, or basic accounting is a plus.
• Self-starter with a positive, team-oriented mindset.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email.
• Process and enter customer orders accurately into the ERP / CRM system.
• Track and communicate order status to both customers and internal stakeholders.

Skills

Customer service skills

Strong communication skills

Organizational skills

Problem-solving skills

Education

High school diploma

Associate or bachelor's degree preferred

Tools

Microsoft Office Suite

ERP / CRM platforms (e.g., D365, Salesforce)

Job description

Job Description

Job Description

About the Company

Fortis partners with diagnostics and life sciences companies to design, validate, and manufacture solutions to solve their complex development problems. Fortis’ tailored approach and end-to-end capabilities accelerate the work of its customers as they bring the next generation of medicines and diagnostics to market. Fortis serves a global customer base and has offices across the world including four R&D sites and cGMP manufacturing in three ISO 13485 certified facilities in North America.

About the Role

Fortis Life Sciences is seeking a reliable, detail-oriented Customer Care Specialist to support our Diagnostics Solutions Business Unit. This dynamic role is central to customer engagement and operational execution—serving as a key liaison between our customers and internal teams. Responsibilities span customer service, sales and account support, logistics coordination, purchasing, and general office administration.

The ideal candidate thrives in a fast-paced environment, is highly organized, and demonstrates strong communication and problem-solving skills.

Key Responsibilities

Customer Service

• Serve as the first point of contact for customer inquiries via phone, email, and online platforms
• Process and enter customer orders accurately into the ERP / CRM system
• Communicate product availability, pricing, lead times, and order status
• Resolve customer issues promptly and professionally
• Maintain up-to-date customer records and proactively follow up to ensure satisfaction

Account Management Support

Act as a liaison between customers and internal teams including Sales, Supply Chain, and Operations

Support forecasting and demand planning by gathering customer insights and order trends

Coordinate product additions, delivery timelines, and status updates with customers

Facilitate the flow of inquiries to appropriate team members for resolution

Partner with the commercial team to deliver a consistent and responsive customer experience

Sales Support & Accounts Receivable

Assist in preparing quotes, order acknowledgments, and sales orders and documentation

Track and communicate order status to both customers and internal stakeholders

Support the generation of sales reports and maintenance of CRM records

Follow up on outstanding invoices and assist in payment resolution in coordination with Finance

Shipping & Receiving Support

Assist with shipping documentation, labeling, and packaging during peak times or staff absences

Verify incoming shipments and maintain accurate receiving records

Support inventory control and organization

Purchasing Support

Enter and track purchase orders and follow up with vendors on delivery schedules

Provide backup for purchasing staff as needed, including resolving discrepancies with suppliers

General Office Administration

Greet visitors, answer main phone lines, and support front-desk functions

Perform scanning, filing, and basic clerical tasks

Order and manage office supplies, ensuring administrative areas are well stocked

Support ad hoc projects and cross-functional administrative tasks

Experience & Qualifications

High school diploma or equivalent required; associate or bachelor’s degree preferred

Minimum 2 years of experience in customer service, administrative support, or sales operations

Familiarity with invoicing, AR, or basic accounting is a plus

Strong written and verbal communication skills

Proficient in Microsoft Office Suite; experience with ERP / CRM platforms (e.g., D365, Salesforce) preferred

Excellent organizational skills with the ability to manage multiple tasks and priorities

Self-starter with a positive, team-oriented mindset

Work Environment

Office-based position with occasional support in warehouse or shipping areas

May involve occasional lifting (up to 30 lbs) during shipping / receiving coverage

Standard Monday–Friday business hours, with flexibility depending on operational needs

Mission and Values

We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products. Our mission : “Pursuing a Healthier World by Creating Tomorrow’s Science Today” is complemented by our core values (EXCITE) :

Excellence - We believe in solving for root cause. No shortcuts, no “band-aids.”

Customer First - We prioritize the experience and outcomes of our customers above all.

Integrity - We are honest and accountable, holding ourselves to a high standard of ethical conduct.

Trust - We believe an engaged, empowered team begins with a foundation of trust. We trust our team members to make the right decisions and to be driven by and evaluated on results.

Entrepreneurship - We encourage smart risk taking. We value novel mistakes in the pursuit of innovation.

Fortis is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Fortis also prohibits harassment of applicants or employees based on any of these protected categories. It is also Fortis’ policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.