Customer Service Representative - Windsor

Customer Service Representative · Position Summary · Work Schedule: Regular working hours: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM with a 30-minute unpaid lunch. · This position is 100% on-site at the Windsor site. · This position is located in Windsor, Ontario, one of two sites ...

Job description

Customer Service Representative

Position Summary

• Work Schedule: Regular working hours: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM with a 30-minute unpaid lunch.

• This position is 100% on-site at the Windsor site.

This position is located in Windsor, Ontario, one of two sites located in Canada offering softgel development and manufacturing capabilities for the Pharmaceutical and Consumer Health industries.  We have a broad range of integrated formulation, manufacturing, analytical and packaging services to offer full-service turnkey solutions.

Reporting to the Customer Service & Demand Manager, the Customer Service Representative is responsible for managing individual customer accounts, ensuring high customer service results that promote customer retention and growth. This position represents the company as the primary point of contact with our customers and provides an integral internal link supporting Business Development activities.

The Role:

• Develop and maintain relationships within assigned accounts.

• Work with the Supply Chain team to acquire and process order confirmations.

•  Identify and help resolve risks associated with the delivery and/or provision of customer contracts; manage client expectations throughout the contract.

• Communicate notice of delay / issue / reschedule to the customer. Process customer inquiries and/or complaints.

• Track and follow the completion of internal requirements to ensure timely response to customer.

• Maintain an up-to-date account profile sheet for individual customers to ensure accuracy of needs.

• Promote and maintain the organization's brand image and identity within the marketplace.

• Update and maintain working forecast including monthly consumption calls. Track and Measure Department Metrics as required.

• Must be able to work extended hours, weekends as needed, especially when problems occur or when deadlines must be met.

• Perform other duties as required

The Candidate:

• College Diploma and/or Bachelor's Degree is required.

• Minimum of 3 years of customer service and/or account management experience recommended.

• Experience working in a pharmaceutical, manufacturing, and/or GMP facility is a plus.

• Knowledge of retail and/or wholesale sales principles, methods, practices, and techniques. Excellent negotiation and diplomacy skills, with a high degree of tact and persuasiveness.

• Able to build and maintain lasting relationships with corporate departments, key business partners, other stakeholders. Skilled at assessing client needs, developing proposals, and delivering solutions.

• Driver's license required.

• This position does not qualify for sponsorship.

• Candidates with non-Canadian credentials must provide an evaluation confirming the Canadian equivalency of the credentials as determined by the Alliance of Credential Evaluation Services of Canada (ACESC) such as WES.

• While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. Use of manual dexterity is required. The employee is occasionally required to stand, walk, reach with arms and hands, bend or twist, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Pay:

The final salary offered to a successful candidate may vary within this range $50, $61,000, and will be dependent on several factors that may include but are not limited to: the type and length of experience within the job, type and length of experience within the industry, skillset, education, business needs, etc. Catalent is a global employer, and this salary range does not reflect positions that work in other countries.

Why You Should Join Catalent:

• Comprehensive Benefit Package (Health, Dental, Vision, & Life Insurance)

• Group Retirement Savings –Registered Pension Plan (RPP) with employer contributions.

• Employee Reward & Recognition programs.

• Opportunities for professional and personal development & growth including tuition reimbursement.

Catalent offers rewarding opportunities to further your career  Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference. 

personal initiative. dynamic pace. meaningful work.

Visit Catalent Careers to explore career opportunities.

Catalent is an Equal Opportunity Employer and does not discriminate based on any characteristic protected by local law.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.