Customer Service Representative
Greater Toronto Area (hybrid, 12-month contract with possibility of extension or permanent)
Introduction
We are currently hiring a Customer Service Representative for our client, a global biopharmaceutical organization. This role is ideal for someone who thrives in a high-volume, fast-paced environment and is passionate about delivering exceptional service while managing complex customer orders.
This is a 12-month contract opportunity with the potential for extension based on performance and business needs. The role operates in a hybrid model in the GTA.
Key Responsibilities
- Serve as the primary point of contact for B2B customers and Sales Representatives, handling inbound calls and emails with professionalism and urgency
- Manage end-to-end order processing including order entry, validation, tracking, and issue resolution
- Execute high-volume B2B order management activities, ensuring accuracy, timeliness, and compliance
- Monitor and manage shared inboxes, prioritizing and responding to customer requests efficiently
- Provide order status updates, delivery timelines, and issue resolution to internal and external stakeholders
- Collaborate cross-functionally with Sales, Supply Chain, Finance, and Logistics teams to support order fulfillment
- Proactively identify and resolve order discrepancies, billing issues, and returns
- Maintain accurate documentation of all customer interactions and transactions in internal systems
- Support customers with onboarding and navigation of online ordering platforms
- Contribute to continuous improvement initiatives to enhance customer experience and operational efficiency
- Ensure adherence to company policies, service standards, and regulatory requirements
Requirements
- 2+ years of experience in a high-volume call center or customer service environment (B2B preferred)
- Strong experience in B2B order management / Order-to-Cash processes
- Hands-on experience with SAP (ECC, SD modules preferred) or similar ERP systems is highly preferred
- Proven ability to manage large order volumes with accuracy and attention to detail
- Experience handling both inbound calls and email-based customer support
- Strong technical proficiency with multiple systems, CRM tools, and Microsoft Office
- Excellent communication and problem-solving skills with a customer-first mindset
- Ability to prioritize tasks and manage competing demands in a fast-paced environment
- High level of accountability, ownership, and attention to detail
- Post-secondary education (college diploma or university degree preferred)
- Experience in pharmaceutical, healthcare, or regulated industries is considered an asset
What We Offer
Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We’ll get you going while you get on with the job.
About Us
Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.
#BRUCAD
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: $24.00-$28.00 per hour
Benefits:
- Company events
- On-site parking
- Work from home
Work Location: Hybrid remote in Markham, ON
