Bilingual Customer Service Logistics Representative
GSK
Mississauga, ON
Site Name: Canada - Ontario - Mississauga
Posted Date: Oct 31 2019
** This is a contract job, expiring on August 28, 2020 **

PRIMARY RESPONSIBILITIES

To provide exceptional Customer Service/Satisfaction to GSK Internal (Sales, Operations, Finance, etc.) and external (wholesaler and retail) customers with a high level of energy passion and integrity.
Manage customer orders from order-to-cash; ensuring high levels of accuracy, quality, and service for strategic customer accounts
First point of contact for GSK internal/external customers to manage orders and/or product availability inquiries.
Handle all customer inquiries to complete resolution, negotiating and resolving with Customers and collaborating with internal departments as required.
Engage 3PL partner when shipment tracking/documentation is requested by customer.
Provide Customer and Sales proactive communication of shortages and ensure shortages are coded correctly for reporting.
Manage and resolve customer claims pertaining to Non-Compliance and Over/Short/Damages through accurately creating returns authorization, credits, and debits.
This role is responsible for following the Order to Cash and Inventory Management SOPs.
Key Performance Indicators that this role is responsible for are Case fill, On-time Delivery
Deduction Management
Customer Satisfaction (ie. Advantage Survey), 360 feedback from customer base
Drive automation and optimization of processes in the Customer Service area
Drive customer service-related industry best practices
BASIC QUALIFICATIONS

College Degree or equivalent experience
Minimum 3 years in a customer service position preferably in the medical/healthcare or pharmaceutical industry
Knowledge of various software applications; such as SAP, Microsoft Outlook, Excel, Word, Power Point, etc
Excellent communication skills, fully fluent in both English and French (verbal & written)
PREFERRED QUALIFICATIONS

Strong analytical and organizational skills
Comfortable in a multi tasks environment
Aptitude to discern/distinguish priorities (time management)
Ability to work in an environment of team work and collaboration
Strong orientation in services and very flexible
Energetic, well-organized, excellent judgment and highly adaptable to unforeseen situations • Creativity and initiative are required to find new ways to satisfy customer requirements
GSK is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals. GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at canada-recruitment@gsk.com

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