Distribution Customer Service Representative

Shoppers Drug Mart Specialty Health Network; Mississauga; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading Canadian pharmacy network is seeking a Distribution Customer Service Representative in Mississauga. This entry-level position involves processing customer orders, handling inquiries, and providing excellent service in both English and French. Candidates should have 2-4 years of experience in the pharmaceutical industry. Enjoy benefits like competitive pay and a supportive work culture. Join us to help shape the future of health and wellness in Canada.

Benefits

Purchase discount program

Online learning opportunities

Competitive pay

Qualifications

• Minimum of 2 to 4 years experience in the pharmaceutical industry.
• Extensive knowledge of customer service procedures and industry best practices.
• Strong written and verbal communication skills.

Responsibilities

• Manage customer accounts to ensure correct data is captured.
• Enter client orders into multiple systems ensuring accuracy and completeness.
• Handle customer complaints effectively with satisfactory resolutions.
• Track and analyze successful, re-attempt, and unsuccessful orders.
• Spend approximately 70% of time answering calls and emails with customers.

Skills

Customer service skills

Problem-solving skills

Multi-tasking

Analytical skills

Interpersonal skills

Bilingual in English and French

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Distribution Customer Service Representative

Join to apply for the Distribution Customer Service Representative role at Shoppers Drug Mart Specialty Health Network

Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.

With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Basic Function: The Distribution Customer Service Representative is responsible for the efficient and accurate processing of all customer order requests and returns while strictly following the GMP Guidelines and Standard Operating Procedures (SOPs). Effectively handle all inquiries from customers and internal departments, maintaining a high level of customer service.

Nature and Scope: The DCSR must meet the requirements of external customers, while working within established credit, inventory, and distribution protocols to ensure clients receive the highest quality of service in both official languages.

The incumbent must possess superior customer service and problem-solving skills to evaluate priorities, perform tracking analysis, and react quickly to emergency situations. The position may require overtime/shift work on a rotational basis as business needs dictate.

What you will do:

• Manage customer accounts to ensure correct data is captured.
• Enter client orders into multiple systems ensuring accuracy and completeness.
• Analyze orders to ensure all required items are included, quantities are reasonable, accounts are established, and delivery expectations can be met.
• Handle customer complaints effectively with satisfactory resolutions.
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon awareness, following current policies and procedures.
• Problem solve with internal and external stakeholders.
• Establish and maintain customer records.
• Liaise with Finance to process client credit and provide assistance as necessary.
• Coordinate with Warehouse for order processing, delivery scheduling, follow-ups, and order changes.
• Track and analyze successful, re-attempt, and unsuccessful orders.
• Be sensitive to client concerns, investigate distribution oddities, and communicate clearly in both official languages.
• Spend approximately 70% of time answering calls and emails with customers.
• Multitask between calls, emails, faxes, and order queues.
• Manage online portal escalations for internal and external users.
• Educate customers on the online order portal and provide training as required.
• Maintain knowledge of all company policies and procedures, emphasizing ethical conduct and confidentiality.
• Perform other projects as assigned by the Supervisor, Supply Chain and Distribution.
• Must be available to work Monday-Friday, 9 am - 6 pm, with flexibility for overtime if required.

What You Will Need:

• Minimum of 2 to 4 years experience in the pharmaceutical industry.
• Strong multi-tasking, analytical, and problem-solving skills while maintaining positive client relations.
• Proactive, with strong interpersonal, negotiation, and consensus-building skills; able to work in a fast-paced, team-oriented environment.
• Responsive and adaptable to change; self-directed.
• Extensive knowledge of customer service procedures and industry best practices.
• Strong written and verbal communication skills.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Bilingual in English and French (strong proficiency), both written and oral.

Why work at Shoppers Drug Mart?

Support internal customers and the Associate-Owners while gaining experience in the retail industry. Benefits include a purchase discount program, competitive pay, and online learning through Academy.

Take ownership of your work and find ways to care about your work, co-workers, customers, and community.

How You’ll Succeed:

We seek great people to strengthen our culture. We value authenticity, trust, and connection. If you are open-minded, responsive to change, and ready for challenges in a fast-paced retail environment, apply today.

Employment Type: Full-time

Type of Role: Regular

We are committed to diversity and inclusion. Accommodation is available upon request for applicants with disabilities during the recruitment process and upon hire.

Please Note: If you have Employee Self Service (ESS) on Workday, apply via Workday.

SS #ON

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industry: Pharmaceutical Manufacturing