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 purpose** As 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 responsibilities** + Accurately process orders; manual and EDI for Branded products + Manage supply issues and communicate updates to customers for Branded products + Provide follow ups and prepare reports when requested for Branded business + Resolve customer concerns utilizing established processes + Manage customer non-conformances and process adjustments as needed + Respond to inquiries regarding product information and availability + Responds to misc. type inquiries, ensure forwarded to appropriate team for response + Illustrates professional attitude during all communication with internal and external customers + Communicates effectively with our Third-Party Logistics partners + Participates in projects as assigned by the Customer Service Manager + Completes all GMP Documentation accurately and in a timely manner + Completes all training assignments and maintains personal training records + Participates in Internal, Customer and Regulatory Audits **Additional 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 day **Qualifications** **Knowledge, Skills and Abilities:** + Bilingual (French/English) with excellent communication skills mandatory + Strong 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 stakeholders + Exhibits a strong ability to multitask with a sense of urgency and energy + Exhibits strong ability to adapt to changing workload priorities + Strong attention to detail and ability to prioritize and plan work + Strong problem solving/troubleshooting skills + Excellent initiative and organizational skills + Strong computer skills: Word and Excel; working knowledge of SAP preferred + Ability to work within procedural guidelines as documented for the department **Background and Experience:** + Three years previous customer service experience in a pharmaceutical environment preferred + University degree/College diploma in relevant field of study **Working conditions** + Office Environment + Desk Role, ergonomically set up, comfortable + Quiet, temperature controlled + Computer and Phone focused **Physical requirements** Office based **Direct reports** NA **Sun Pharmaceuticals Industries Inc.** est la cinquime plus grande entreprise pharmaceutique gnrique au monde. Elle dveloppe rapidement sa prsence dans les produits de marque lchelle mondiale, et plus particulirement au Canada. **Sun Pharma Canada Inc.** compte plus de 70 employs et possde un portefeuille de 5 produits commerciaux dans le secteur des produits de marque, ainsi quun pipeline de molcules en dveloppement. Notre objectif est de continuer dvelopper et commercialiser des produits de qualit qui apportent de la valeur nos clients et, en fin de compte, aident les patients. Chez Sun Pharma Canada Inc., nous croyons que nos collaborateurs sont notre atout le plus prcieux. Notre main-d'uvre culturellement diversifie est l'une de nos plus grandes forces, enrichie par l'exprience varie qu'elle apporte. Nous sommes fiers que notre personnel mondial soit uni par des valeurs communes : **Humilit. Intgrit. Passion. Innovation.** **Objectif du poste** En tant que membre de lquipe du service la clientle, vous tes passionn(e) par le service aux clients. Nos membres dquipe sont dynamiques, nergiques et enthousiastes, toujours la recherche de moyens damliorer nos processus. Le/la reprsentant(e) du service la clientle bilingue sera responsable de fournir un service exceptionnel dans la gestion des commandes et la rsolution des erreurs. Il/elle collaborera avec diverses quipes internes et tablira des relations solides avec tous les partenaires. **Responsabilits principales** + Traiter avec prcision les commandes manuelles et EDI pour les produits de marque + Grer les problmes dapprovisionnement et communiquer les mises jour aux clients + Assurer les suivis et prparer les rapports demands + Rsoudre les proccupations des clients selon les processus tablis + Grer les non-conformits et ajustements ncessaires + Rpondre aux demandes dinformation sur les produits et leur disponibilit + Rediriger les demandes diverses vers les quipes appropries + Maintenir une attitude professionnelle dans toutes les communications + Communiquer efficacement avec nos partenaires logistiques tiers + Participer aux projets assigns par le/la gestionnaire du service la clientle + Complter toute la documentation BPF avec prcision et dans les dlais + Suivre les formations assignes et maintenir ses dossiers de formation + Participer aux audits internes, clients et rglementaires **Responsabilit additionnelle (rle en contact avec les clients)** + Signaler tout vnement indsirable reu de la part des clients concernant les produits de lentreprise au dpartement de pharmacovigilance / scurit des mdicaments le jour mme ou dans un dlai dun jour ouvrable. **Qualifications** **Connaissances, comptences et aptitudes :** + Bilingue (franais/anglais) avec dexcellentes comptences en communication + Bonne comprhension de la gestion des comptes clients et du crdit + Capacit offrir un service client exceptionnel et des rsultats positifs + Aptitude grer plusieurs tches avec nergie et sens de lurgence + Capacit sadapter aux priorits changeantes + Attention aux dtails et capacit planifier et prioriser le travail + Comptences en rsolution de problmes + Esprit dinitiative et comptences organisationnelles + Matrise des outils informatiques : Word, Excel; connaissance de SAP un atout + Capacit travailler selon les procdures documentes du dpartement **Formation et exprience :** + Minimum 3 ans dexprience en service la clientle, idalement en milieu pharmaceutique + Diplme universitaire ou collgial dans un domaine pertinent **Conditions de travail** + Environnement de bureau + Poste de bureau ergonomique et confortable + Ambiance calme et temprature contrle + Travail principalement sur ordinateur et tlphone We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.