Job Summary:

We're looking for a Customer Service Representative to act as the primary point of contact for customers, owning the end-to-end customer experience with professionalism and business acumen. This role manages order fulfillment, quality complaints, and backorder resolution while building strong relationships across internal and external stakeholders. As a technical resource for SAP, you'll also contribute to process improvements and support team development through mentoring and knowledge sharing.

Job Details:

- Monday-Friday (9 am - 5 pm)
- Hybrid Schedule ( 4 days in office, 1 remote)
- Pay rate: $23-25/h
- Location: North york, ON.
- 3 month Contract

Key Responsibilities:

- Serve as the main point of contact for customers, resolving invoicing, shipping, and order issues professionally and efficiently
- Process Purchase Orders/EDI into SAP, ensuring SLA compliance, accurate pricing, and on-time delivery
- Manage customer complaints through QMS/Call Track, including CAPA follow-up and documentation
- Audit and resolve order exceptions (pricing discrepancies, credit blocks, duplicate orders, etc.)
- Build backorder/open order reports and coordinate substitutions with customers and internal teams
- Process damage/residual claims in SAP/Salesforce,



aligning with Account Managers and Finance
- Maintain Controlled Substance, Precursor, and SOM permits per Health Canada requirements
- Support product recall coordination with the Global Field & Market Response team
- Participate in customer supply meetings and liaise with Quality/Packaging partners for market release
- Manage Bulk Yield Sheet requests and shipping instructions in SAP
- Identify process improvements and contribute to policy/procedure updates
- Support multiple pharmaceutical business units, applying standardized and entity-specific processes
- Report suspected Adverse Drug Reactions to Global Pharmacovigilance per SOPs
- Uphold safety, compliance, and company values (Integrity, Courage, Teamwork, Innovation)

Requirements:

- College diploma preferred
- Bilingual (French) not mandatory but would be an asset
- 3-5 years of Customer Service experience; call centre experience an asset
- Solid communication, organization, and analytical skills
- ERP/MRP and Microsoft Office proficiency
- Ability to work independently and manage peak-pressure periods
- Strong team collaboration skills

Pay: $23.00-$25.00 per hour

Expected hours: 40.0 per week

Work Location: In person

📌 Customer Service Representative (North York)
🏢 Recognized
📍 North York