Specialist, CPS Store Support

Shoppers Drug Mart; Toronto; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading pharmacy chain in Toronto is seeking a Specialist, Central Pharmacy Services to handle store inquiries and provide resolutions. The ideal candidate will have experience in customer service or pharmacy roles, and possess strong communication skills. This full-time permanent role offers a comprehensive benefits package and the opportunity to work in a dynamic environment.

Benefits

Great benefits package

Employee discount

Gym discount

RRSP/Pension plans

Employee share ownership plan

Qualifications

• 2-3 years of experience in a pharmacy setting is an asset.
• Excellent verbal and written communication skills.
• Attention to detail and analytical problem-solving abilities.

Responsibilities

• Respond to store inquiries and troubleshoot issues.
• Update and maintain knowledge base for pharmacy operations.
• Analyze communications to identify trends for improvement.

Skills

Proficiency in Kroll

Customer service experience

Pharmacy Assistant experience

PC applications proficiency

Bilingual (English and French)

Job description

Location: 243 Consumers Road, Toronto, Ontario, M2J 4W8

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?

We are hiring a Specialist, Central Pharmacy Services in Toronto, ON. Reporting directly to CPS management, you will respond to inquiries from the stores regarding CPS programs. You will be the first level of contact for stores and ensure that any presented issues are either resolved or a plan of action is clearly communicated on how resolution will be reached.

Central Pharmacy Services is a division of Shoppers that centrally prepares CPAK medication packs or fills vials of medication that are distributed at the stores to patients. This centralized production enables the pharmacist and team at Shoppers Drug Mart locations to spend their time focusing on what is important – the patient!

What You’ll Do:

• Respond to store contact (via multi‑channels) and troubleshoot issues, providing first level resolutions or triaging calls to appropriate teams when needed
• Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing
• Summarize complex issues to promote seamless transition of incidents between support teams
• Update and maintain knowledge base for a wide range of pharmacy hardware, software and networking issues so that you can continue to provide effective support in a dynamic environment
• Identify and communicate trends for escalations and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
• Capture and record key points of interaction into the appropriate tracking systems
• Liaise with internal departments to ensure store incidents are being addressed, investigated and resolved to ensure service level agreements are met
• Maintain a high level of knowledge regarding CPS systems to provide accurate responses to concerns or issues
• Understand IT and Business support systems and language and how they relate to Pharmacy support
• Manage CPS inboxes and create and maintain knowledge base and templates for resolving inquiries
• Create communications for stores using a standardized approach
• Analyze previous communication with CPS mailboxes to understand the type, frequency, impact and resolution for stores
• Support the development of a strategic plan to ensure store inquiries and issues related to CPS programs are handled by the optimal party within acceptable timeframes and systems are in place for knowledge management
• Support Pharmacy teams with optimizing central pharmacy services

What You’ll Need:

• Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
• Previous experience in customer service or customer advocacy role
• 2-3 years Shoppers Drug Mart / Loblaws experience is an asset
• Recent experience as a Pharmacy Assistant or Pharmacy Technician is an asset
• Knowledge of retail and CPS pharmacy workflow
• Proficiency with PC-based internet and software applications, including Microsoft Office (Word, Excel, PowerPoint)
• Standard hours are 10:00 AM to 6:00 PM, with the ability to work flexible hours (including overnight, weekend shifts and statutory holidays) within a fast‑paced and dynamic environment
• Excellent verbal and written communication skills
• Individual must be an analytical problem solver with attention to detail
• Professional, enthusiastic, dependable and flexible
• Must take initiative and be able to work with little supervision
• Ability to contribute in a collaborative team environment
• Bilingual (English and French; verbal and written) is an asset

Benefit Highlights: Great benefits package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, and Employee share ownership plan. Shoppers Drug Mart was acquired by Loblaw in 2014, creating endless career opportunities within a large organization.

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate‑Owners, you will gain unique industry experience while working for an award‑winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU or Academy.

How You’ll Succeed:

We seek great people to continually strengthen our culture. Great people model our values, are authentic, build trust and make connections. If that sounds like you and you are open‑minded, responsive to change and ready for the challenges of a fast‑paced retail environment, apply today.

Employment Type:

Full time

Type of Role:

Permanent

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We prioritize reflecting our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create. Accommodation is available upon request for applicants with disabilities in the recruitment, assessment and when hired. Upholding the law is part of our Code of Conduct, reinforcing what our customers and stakeholders expect of us.

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