Customer Logistics Representative in Markham, York, Canada

Were hiring a Customer Logistics Representative for our client, a leading international Pharmaceutical Company for their Markham location. This individual will be the owner of customer relationships from an operations perspective. The incumbent has direct responsibility for delivering superior customer experience to an assigned portfolio of accounts within a territory and manage the execution of tactical processes such as customer order intake, order management, order follow-up and troubleshooting. It is also required to operate at a strategic level and leverage business analytics to influence customer collaboration. They will also be responsible to engage with internal stakeholders to provide resolution to customer complaints.



About this role

Responsibilities

  • Monitor key performance indicators (KPIs) to track progress of the efficiencies and the value-added offered to the customers.
  • Collaborate intensively cross functionally with Distribution, Transportation, Sales and Marketing, and Planning.
  • Execute under very specific compliance guidelines; this could be related to Health Care or Financial regulations.
  • Coaching peers and any new team members that may join the organization.
  • Create further collaboration with existing customers to achieve; an increase of the number of orders sent electronically to Company, a reduction of errors that occur for customers submitting already electronic orders, a decrease of the number of corrective documents (Credits/Debits and Returns), and a reduction of the cycle time of Credit / Debit issuance.
  • Act as an internal representation of the customer and will search for the optimized balance between Company capabilities/controls and customer expectations.
  • Utilize available information to measure efficiencies within the assigned portfolio.
  • Lead the creation of new reports or processes to create potential efficiencies.
  • Enter orders in the system for customers belonging to the regional portfolio; orders can be received via Phone, Fax or email.
  • Review orders for pricing, product availability, dating, discontinued items, payments terms and make any necessary adjustments.
  • Respond to inquiries from internal and external customers via phone or email; inquiries may be related to backorders, order status, order amendments, among others.
  • Ensure that orders are processed in a timely manner; therefore, the CLR will be required to collaborate with Supply Planning Distribution and Transportation.
  • Ensure all activities are executed according to internal Standard Operating Procedures (SOPs), Work Instructions (WI) to guarantee a compliant supply chain.
  • Respond and capture service complaints according to internal procedures while ensuring customer satisfaction in a compliant fashion.
  • Initiate the investigation as a result of a complaint and if applicable, initiate the process to issue Credit / Debit.


About you

Requirements

  • University Degree or equivalent professional experience of 2 years in a customer facing role.
  • Bilingual (French and English) a strong asset.
  • Experience and exposure to different areas of supply chain preferred
  • Strong proficiency with MS Office applications; advanced Excel skills preferred.
  • Experience with JDE and / or SAP is strongly preferred.
  • Strong interpersonal, collaboration and presentation skills.
  • Must possess a high sense of accountability and ownership.
  • Experience in the Health Care industry also an asset.
  • Strong time management and analytical skills.


What we offer

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About us

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