Sun Pharmaceuticals Industries Inc. is the fifth largest generic pharmaceutical company in the world, and is rapidly building a branded product presence globally and specifically in Canada. Sun Pharma Canada Inc. has a team of 70 plus employees and a portfolio of 5 commercial products in the branded business and a pipeline of molecules in development. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately help patients.At Sun Pharma Canada Inc. we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values:Humility. Integrity. Passion. Innovation.Job purposeAs a member of the Customer Service Team you are passionate about serving our customers. Our team members are dynamic, energetic, and enthusiastic problem-solvers always looking for ways to improve our processes.The Bilingual Customer Service Representative will be responsible for providing exceptional customer service and satisfaction in the areas of order management and error resolution. They will liaise with various internal teams and build strong relationships with all partners.Duties and responsibilitiesAccurately process orders; manual and EDI for Branded productsManage supply issues and communicate updates to customers for Branded productsProvide follow ups and prepare reports when requested for Branded businessResolve customer concerns utilizing established processesManage customer non-conformances and process adjustments as neededRespond to inquiries regarding product information and availabilityResponds to misc. type inquiries, ensure forwarded to appropriate team for responseIllustrates professional attitude during all communication with internal and external customersCommunicates effectively with our Third-Party Logistics partnersParticipates in projects as assigned by the Customer Service ManagerCompletes all GMP Documentation accurately and in a timely mannerCompletes all training assignments and maintains personal training recordsParticipates in Internal, Customer and Regulatory AuditsAdditional responsibility (Only applicable to customer facing roles)Report any adverse event received from customers for company products to the pharmacovigilance department / Drug Safety on the same day or within 1 business dayQualificationsKnowledge, Skills and Abilities:Bilingual (French/English) with excellent communication skills mandatoryStrong understanding and aptitude for Accounts Receivable and Credit Management Ability to deliver exceptional Customer Service and positive results through friendly and professional interactions with internal and external stakeholdersExhibits a strong ability to multitask with a sense of urgency and energyExhibits strong ability to adapt to changing workload prioritiesStrong attention to detail and ability to prioritize and plan workStrong problem solving/troubleshooting skillsExcellent initiative and organizational skillsStrong computer skills: Word and Excel; working knowledge of SAP preferredAbility to work within procedural guidelines as documented for the departmentBackground and Experience:Three years previous customer service experience in a pharmaceutical environment preferredUniversity degree/College diploma in relevant field of studyWorking conditionsOffice EnvironmentDesk Role, ergonomically set up, comfortableQuiet, temperature controlledComputer and Phone focusedPhysical requirementsOffice basedDirect reportsNA
