Customer Service Supervisor - Oakville
3 hours ago
Job description
Company Description:
Xediton is a specialty pharmaceutical company with a focus on meeting the needs of patients, physicians, and partners. We are located in Oakville, Ontario.
Customer Service Supervisor
Job Description & Key responsibilities:
The Customer Service Supervisor oversees daily customer order and service operations within a pharmaceutical distribution environment, ensuring accurate order processing, timely fulfillment, and exceptional client support.
This role maintains compliance with regulatory, contractual, and internal control requirements while leading a team responsible for order entry, customer communications, and issue resolution.
The Supervisor collaborates closely with warehouse, logistics, finance, and sales teams to ensure seamless order-to-delivery execution and operational efficiency.Specific responsibilities include:
Supervise the team of customer service and order processing staff
Monitor workload distribution, productivity, and accuracy of order entry and customer communications
Conduct training, onboarding, and performance reviews
Ensure team adherence to SOPs, service standards, and internal controls
Oversee order processing in ERP systems (e.g., SAP Business One, Sage) ensuring accuracy of invoices, quantities, pricing, and lot numbers
Resolve escalated customer inquiries related to orders, shipments, backorders, shortages, or billing discrepancies
Ensure timely processing of urgent and priority orders (e.g., hospital, distributor, or time-sensitive shipments)
Track and manage order status from entry through fulfillment and delivery
Liaise with warehouses, 3PL providers, and logistics partners to ensure order accuracy and timely dispatch
Coordinate with Finance for invoicing, credit holds, account discrepancies, and reconciliations
Work with customer service team to resolve customer concerns and improve service delivery
Escalate supply, inventory, or fulfillment risks proactively
Ensure documentation accuracy for shipments, invoices, lot tracking, and regulatory requirements
Maintain audit-ready records of transactions and customer communications
Monitor service KPIs such as order accuracy, turnaround time, and customer satisfaction
Prepare reports on order trends, error rates, and service performance
Identify workflow inefficiencies and implement process improvements
Skills & Qualification
The successful candidate is a highly motivated, enthusiastic and dynamic team player who is resourceful and dedicated and has competencies in adapting to changing environments.
Competencies:
Bachelor's degree or equivalent experience
Minimum 6 years of experience in customer service, order management, or operations, with at least 2 years in a supervisory or team-lead capacity preferred
Experience working with ERP systems (SAP Business One, Sage, or similar)
Strong understanding of order-to-cash processes, inventory coordination, and lot tracking within a regulated environment
Experience coordinating with 3PL warehouses or distribution partners
Intermediate Excel and reporting skills; strong overall computer proficiency
Strong leadership presence with a high level of accountability and a hands-on approach
Excellent communication skills (written and verbal) with well-developed interpersonal abilities
Superior organizational skills with the ability to prioritize competing tasks, manage multiple deadlines, and work effectively under pressure
Highly developed analytical and problem-solving skills, including escalation management
Exceptional attention to detail and commitment to accuracy
Proactive mindset with a sense of urgency and interest in contributing to operational improvements and business growth.
If this opportunity is of interest to you and are looking to working in a small company with growth opportunities, we would like to speak with you.
While we appreciate the interest of all applicants, only candidates selected for an interview will be contacted
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