Bilingual Customer Service Expert

Bilingual Customer Service Expert

Hybrid in Thornhill ON

We are looking for an experienced bilingual customer support professional to provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma's commitments to the 'Customer Journey.'

• Develop and maintain positive and trust-based relationships with customers and respective sales representatives
• Act as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests in French and English
• Ensure that customer and/or patient concerns and inquiries are handled in accordance with company standards by adhering to internal procedures, and collaborating with respective stakeholders including quality, pharmacovigilance, customer service, medical affairs and regulatory affairs
• Support 'seamless' order cycle from order receipt to invoicing to collections by developing a strong understanding of the customers' ordering habits and needs
• Liaise regularly (weekly, monthly, quarterly) with the sales management and Customer Success Team Lead to review your specified portfolio of accounts and address insights, opportunities, and obstacles
• Consult with appropriate departments regarding shortages, out of stocks, delays and/or complaints
• Assist with account collection (calls, emails and/or letters) and resolve credit block issues, including conducting communications to your customer accounts
• Assist with dispute management in investigating customer chargebacks and claims and notify customer on rejected requests
• Troubleshoot and resolve EDI errors on inbound order and outbound shipments
• Act as a subject matter expert in key customer accounts and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization

Daily Responsibilities:

• Log in to daily Zoom calls.
• Answer inbound calls and emails, actively listening to customer concerns and communicating professionally both verbally and in writing.
• Handle customer queries and complaints effectively, escalating issues to appropriate departments when necessary.
• Provide appropriate solutions and alternatives within the given time frame, following up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.

Daily Tracker & Reports:

• Sales Order Report (SOR): Maintain and manage the report to track daily past dues and credit card declines on orders not shipped on time. Notify clients and Business Partners (BP) via calls, emails, and/or letters (French & English) .
• Past Due & CC Declined Report: Update the report and follow up with clients and BPs on outstanding issues.
• Daily Tracker Logged by BP: Follow up on all posted requests by BPs per region, ensuring responses within 24-48 hours while keeping both the BP and customer accurately informed.
• Customer Success Support: Act as a Customer Success Specialist for key accounts, providing ongoing support with accurate and up-to-date information to BPs and customers.

Collaboration with Other Departments:

Accounts Receivable (AR):

• Open daily "Snow Tickets" requesting AR to process payments, refunds, EFT applications, updated account statements (if in dispute), and credit & rebills.
• Support a seamless order cycle from order receipt to invoicing and collections by developing a strong understanding of the customer's ordering process.
• Assist with account collections and resolve credit block issues, including invoicing, past dues, credit & rebills, and customer communications.
• Investigate customer chargebacks and claims, notifying customers of rejected requests.
• Credit Card Setup/Application: Verify and ensure timely distribution of credit card application forms to clients.

Accuristix:

• Maintain daily communication regarding order shipping, tracking, updates on shipped orders, Credo pick-ups, and processing returns when necessary.
• Assist with order tracking and resolve any product delivery issues.
• Act as the primary point of contact for your assigned portfolio of accounts to address inquiries and requests.

Customer Master Data (CMD) Department:

• Ensure all information is correctly added for new account setups (verify document details, sign off tickets, clear log files, and inform CMD of task completion).

Supply Chain & QA:

• Consult regarding shortages, out-of-stocks, delays, and/or complaints.

Follow-Up with INT061:

• Monitor/review daily error notification emails (e.g., orders not transmitted from Phoenix to Oracle).
• Identify all errors and advise BP to re-enter or cancel orders where required.
• Open IT tickets as needed.

Additional Tasks:

• Send daily download lists to BP.
• Send block order reports three times a week.