Customer Service Expert - Thornhill, Canada - Korn Ferry for Galderma EMEA

Description

Job Title:
Customer Service Expert

Location:
Thornhill, Canada (Hybrid)
The Bilingual Customer Service Expert will be responsible for acting as a liaison with Galderma's internal teams.


Key Responsibilities

• Is responsible for providing high quality service to key customers, while helping them to adopt to a new standard ways of ordering Galderma products.
• Coordinate with partners to ensure accurate account creation and maintenance of customer data
• Answer inquiries from customers regarding their orders (e.g. Status, delivery date, etc.) As well as assist in resolving customer complaints
• Coordinate with customer and internal team(s) for order changes, cancellation, order splitting, invoice payment processing and manage order returns
• Notify customers of credit line closures
• Assist Dispute Management Role investigating claims and chargebacks
• Notify customer for rejected requests, trade spends, deductions/chargebacks or claims
• Processes RA's for customers in accordance to the return policy terms and conditions
• Ensure all regional and contract pricing updates and customer credit limits are up to date
• Review Carrier exception reports and inform sales rep and customer if any action is needed
• Compile reports on overall customer satisfaction, service reports, and other Ad Hoc reports as required.

Skills & Qualifications

• Bilingual in English/French is required
• 5+ years relevant experience
• Demonstrate knowledge of inventory management procedures and general warehousing terminology and practices
• Strong investigative, data interpretation/manipulation
• Ability to work in a team environment, but also able to work independently with minimum supervision
• Above average organization, excellent follow up, and project management skills
• Advanced Excel Skills

Next Steps

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager
• The final step is a panel conversation with the extended team

What we offer in return

• A great work environment with an inspiring work ambiance;
• Growth and development possibilities;
• An excellent benefits program starting day one;
• Pension program after one year of service (company contribution of up to 10%)
• Tuition Reimbursements
• Service awards program

Our people make a difference
At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings.

Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

Job Types:
Full-time, Permanent


Benefits:

• Dental care
• Extended health care
• Onsite parking
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Thornhill, ON L3T 7V9: reliably commute or plan to relocate before starting work (preferred)

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (preferred)

Work Location:
Hybrid remote in Thornhill, ON L3T 7V9