Customer Service Representative; Bilingual French

Overview

Customer Service Representative; Bilingual French Jobs in Toronto, Canada at Apotex Inc.

Position: Customer Service Representative (Bilingual French)

Job Summary

Act as a customer advocate serving within Domestic Order Desk/Customer Service by demonstrating a high level of knowledge and professionalism focused on improving the customer experience. Responsible for providing customers with prompt and efficient order processing and inquiry/complaint handling, while developing and maintaining effective working relationships with both internal and external stakeholders to support the business.

Job Responsibilities

• Provide professional and efficient best-in-class service while entering, processing, verifying, releasing and/or resolving customer issues including invoicing, shipping errors, lost shipments, etc.
• Receive, assess and process all Purchase Orders/EDI into SAP, with strong focus on service and required delivery dates. Bring forward concerns/issues to management as required.
• Process orders, including Third Party, via fax, mail, online, phone, ensuring they are processed efficiently, timely and professionally while meeting customer delivery dates.
• Work closely with Customer Service Representative – Quality Complaints and Key Accounts to assist and back up as required.
• Provide accurate, up-to-date product availability and pricing information to customers in alignment with corporate reports and systems to fulfill orders.
• Provide detailed analysis for unfulfilled orders and compose reports for prioritization of orders/products when necessary (Customer Backorder Reports).
• Liaise with Credit team to ensure orders are released accurately and efficiently, communicating clearly to customers and Sales Representatives when orders are on hold due to credit issues.
• Process claims for expired return claims, damages, over/under, etc., via SAP/Sales Force as required and ensure accuracy of documentation and filing.
• Manage permits for Controlled Substance/Precursor/Suspicious Order Monitoring (SOM) in accordance with Health Canada and SOPs.
• Coordinate with QA Recall team to communicate and implement product recalls both internally and with customers, ensuring SOPs are followed.
• Support inquiries from Distribution, Accounts Receivable, Sales, Marketing, etc., and maintain detailed records upon completion of investigations for credits, debits, returns, etc.
• Conduct regular audits to identify/manage all exceptions that can impact customer experience such as price discrepancies, credit blocks, duplicate orders, customer profile changes, etc., and update accordingly in SAP.
• Review open cases in the Domestic Customer Service Database and manage assigned cases, escalating at risk cases to management.
• Coordinate bulk shipments by requesting Bulk Yield Sheets to calculate final bulk quantities and entering details in SAP for accurate shipping instructions to Warehouse/Distribution.
• Maintain hardcopy records (purchase orders, precursor, controlled substance licenses/permits, correspondence, etc.) properly and file them.
• Recommend and/or participate in the development or revision of internal policies, procedures, and standards.
• Work safely, collaborating as a team member to achieve all outcomes.
• Demonstrate behaviors that exhibit our organizational values:
  Collaboration, Courage, Perseverance, and Passion.
• Ensure personal adherence to all compliance programs including Global Business Ethics, Quality policies and procedures, Safety and Environment policies, and HR policies.
• Perform other relevant duties as assigned.

Job Requirements

• Education
  • Minimum college education preferred.
• Knowledge,

  Skills and Abilities

  • Fluency in French required for a bilingual role.
  • Strong written and oral communication skills.
  • Proficiency with ERP/MRP concepts and applications.
  • Proficiency with Microsoft applications.
  • Strong organizational skills and attention to detail.
  • Good analytical and decision‑making skills an asset.
  • Ability to be an independent decision maker.
• Experience
  • Previous Customer Service and Call Centre experience an asset.
  • 3–5 years experience in a customer‑service‑oriented role with strong interpersonal skills.
  • Excellent written and verbal English communication skills.
  • Ability to work well during peak pressure periods.
  • Ability to work in a team environment.

At Apotex, we are committed to fostering a welcoming and accessible work environment, where everyone feels valued, respected, and supported to succeed.

We offer accommodation for applicants with disabilities as part of our recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.

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Title: Customer Service Representative; Bilingual French

Company: Apotex Inc.

Location: Toronto, Canada

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