Customer Service Representative

Tevapharm; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading pharmaceutical company in Scarborough, Ontario is seeking a Customer Service Representative to enhance customer experience through effective communication and problem resolution. The role requires a High School Diploma with 3+ years of customer service experience, preferably in the pharmaceutical sector. Proficiency in Oracle and SAP is essential. This position offers a hybrid work model—3 days on-site per week—and includes a commitment to equal employment opportunities.

Qualifications

• 3+ years in customer service, preferably in the pharmaceutical industry.
• Proficiency in order management and pharmaceutical order-to-cash processes.
• Hands-on experience with advanced planning systems like SAP/APO.

Responsibilities

• First point of contact for customer inquiries.
• Manage e-mail, phone, and fax inquiries.
• Investigate customer complaints and maintain service level reports.

Skills

Excellent communication skills

Problem-solving

Customer service experience

Bilingual in French and English

Education

High School Diploma

College or Undergraduate Degree in Business or Science

Tools

Oracle

SAP

Microsoft Office (Excel, Word, PowerPoint)

Job description

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

Customer Service Representative

Full-time, Permanent

Location : Scarborough, Ontario

Hybrid : 3 days a week on-site

As a Customer Service Representative, you will be the first point of contact for our valued customers, ensuring their inquiries are handled with care and efficiency. Your role will be pivotal in creating a positive customer experience, as you will address their needs, resolve their issues, and provide them with accurate information. By leveraging your excellent communication skills and in-depth product knowledge, you will build strong relationships with our customers and contribute to their satisfaction and loyalty. Your ability to troubleshoot problems and offer effective solutions will be key in maintaining our high standards of service.

How you’ll spend your day

Call Centre & Communications Management :

• Delivering top-notch customer service for all incoming and outgoing calls.
• Managing e-mail, phone, and fax inquiries promptly, ensuring tasks are assigned to the appropriate staff.
• Acting as a liaison between hospital groups, customers, and Government health groups across Canada.
• Providing accurate product information on backorders, shortages, discontinued products, and more.
• Investigating and reconciling customer inquiries related to orders, invoices, deliveries, and allowances.
• Entering and tracking medical and product complaints in the QA Assurance database and following up as needed.
• Ensuring compliance with Pharmacovigilance requirements by reporting safety information.

Supply and Order Management :

Leveraging ERP systems to manage orders, troubleshoot issues, and provide service level reports.

Taking and tracking orders for Rx / OTC products from retail customers, wholesalers, and hospitals.

Supporting field representatives and sales objectives by ensuring product supply and providing relevant reports.

Coordinating hospital contracts and wholesaler order activities.

Developing close working relationships with retail pharmacies, wholesalers, and distributors.

Processing all debit / credits and handling billing adjustments.

Managing Donations Programs to support healthcare partners and patients in need.

Key Account Management :

Developing account-specific processes, communications, reports, and information to improve service levels.

Triggering new product introduction activities, including product code creation, orders, inventory distribution, and deliveries.

Other Duties :

Performing additional tasks as assigned to support the team and organization.

Your experience and qualifications

Education : High School Diploma required; College or Undergraduate Degree in Business or Science preferred.

Experience : 3+ years in customer service; experience in the pharmaceutical industry is a plus.

Proficiency in Oracle, SAP, and Microsoft Office (Outlook, Word, PowerPoint, Excel).

Experience in order management and pharmaceutical order-to-cash processes.

Hands-on experience with advanced planning systems (e.g., SAP / APO, Oracle, i2, Manugistics, Demand Solutions).

Advanced MS Office skills, particularly Excel.

Bilingual in French and English is a strong asset.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

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