customer relations Toronto
Mallinckrodt Pharmaceuticals
Full Time
Toronto
61250 - 44747 CAD ANNUAL Today
Job description
Job Title
Customer Care SpecialistRequisition
JR000013260 Customer Care Specialist (Open)Location
CC-Canada - CAN510Additional Locations
Toronto, CanadaJob Description
Summary
Mallinckrodt is dedicated to serving healthcare professionals and critically ill patients, the Customer Care Specialist maintains the highest quality standard and ensures Mallinckrodt products are fully stocked to fulfill customer needs in a timely manner. The Customer Care Specialist will triage customer calls and perform warehouse tasks as needed. The Customer Care Specialist will be required to solve problems by taking immediate action where possible and escalating when required. Regular responsibilities include interacting with clients, logging interactions, and providing information to internal and external stakeholders as requested.
The Customer Care Specialist is responsible for daily interaction with customers and monitoring the customer service inbox resulting in processing of orders and administrative actions related to everyday operations. The incumbent is responsible for the timely and accurate management of electronic records based on industry regulations and digital filing in line with SOP's and documented work instructions. This will involve a ‘hands-on’ approach to order processing in the internal warehouse unit from time to time. This may also involve the intake of external carrier partners delivering returned goods to our warehouse. This role will be responsible for the system inventory management of medical devices, components, and consumables for the currently marketed devices and drugs as well as future brands The Customer Care Specialist will manage the workflow for preventative maintenance and device/component repairs. Close Liaison with field sales staff to plan and coordinate supplies for tradeshows and training opportunities.
Essential Functions
- Responsible for answering calls and account management of approximately 40-70 accounts providing prompt and accurate service and solutions to our customers.
- Will be responsible for the triage of incoming calls and re-directing to the appropriate Mallinckrodt channels as required.
- Accountable for Mallinckrodt administrative activities, processes, and documents to meet or exceed key performance indicators (KPIs) established by management.
- Data entry and order management in SAP / CRM
- Establish and implement best practices for operations processes to maximize efficiency and accuracy.
- Assist with investigations of incidents and implement corrective actions.
- Accountable for national inventory management, procurement and planning of product, devices and consumables. Maintain emergency cylinder and device inventories throughout the Country.
- Coordinate with Service Department to forecast and procure non inventory items, including spare parts and test equipment.
- Manage device preventative maintenance schedules to maintain compliance with manufacturer’s requirements and ensure patient safety.
- Manage month end compressed gas cylinder readings, including data upload
- Troubleshoot order and delivery issues and discrepancies as needed, escalating where appropriate.
- Manage and process product complaints including following Quality SOPs for the handling and return of product for investigation.
- Assist to maintain an accurate Customer Master Directory.
- Assist in running of regular reports in collaboration with sales teams and leadership.
- Manage inbound product (returns) between Canadian warehouses and coordinate consolidated returns to central facilities in U.S. Coordinate cross border shipments with appropriate customs paperwork and internal compliance departments.
- Ensure the physical workplace and all digital records are well organized to reduce the potential for errors and increase efficiency.
- Timely and accurate completion of documentation, as required by SOP.
- Ensure compliance with regulatory and health care compliance guidelines as well as company policies.
- Other duties from time to time assigned by line manager.
- Contribute to the overall positive and collaborative team environment at Mallinckrodt Canada
Minimum Requirements
Education / Experience / Skills:
- Minimum 2 years related Customer Care experience preferably in a critical care setting.
- Fluently bilingual (English and French). Excellent Written and verbal communication skills to clearly and concisely communicate information to customers and internal parties
- Strong customer focus and teamwork aptitude with well-developed interpersonal communication and listening skills as well as analytical and organizational skills
- Understanding of supply chain, inventory management, logistics and trade compliance within a regulated GxP industry
- A strong attention to detail, ability to handle multiple activities, with flexibility to adapt to urgent situations as well as prioritize and coordinate activities with direct colleagues
- Ability to lift and package equipment and handle compressed gas cylinders for shipping within occupational health & safety procedures as required
- Ability to work with and establish relationships with diverse groups of individuals both inside and outside of the organization.
- Knowledge of Health Canada drug and device establishment requirements and guidelines for product handling and distribution would be an asset
- Proficiency with systems and software: SAP, CRM, Office365, Master Control or like database would be an asset
- Transportation of Dangerous Goods Canada knowledge would be an asset.
- Enthusiastic, dedicated and committed approach to work
Organizational Relationship/Scope:
This position will interface regularly with several functional areas within the company, including but not limited to, Operations, Service and Support, Sales, Marketing, and Medical Affairs teams
This position requires interaction with various internal and external department heads, corporate representatives, supervisors, and other managers on a variety of activities both domestically and internationally.
Working Conditions:
The work environment is in office and within a warehouse setting.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
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About Mallinckrodt Pharmaceuticals
CEO: Siggi Olafsson
Revenue: $2 to $5 billion (USD)
Size: 1001 to 5000 Employees
Type: Company - Public
Website: https://www.mallinckrodt.com
Year Founded: 1867
Mallinckrodt Pharmaceuticals
https://www.mallinckrodt.com
Hazelwood, United States
Siggi Olafsson
$2 to $5 billion (USD)
1001 to 5000 Employees
Company - Public
Biotech & Pharmaceuticals
1867
