Customer Service Specialist

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

The Customer Service Specialist will be responsible for managing the order-to-cash cycle on a specified portfolio of customer accounts to ensure a seamless ‘Customer Journey.’ You will play a pivotal role in addressing client inquiries and concerns, building, and maintaining strong client relationships and partnering with the Galderma sales team.

This position will ensure accurate and timely order-to-cash (“O2C”) execution, from new customer onboarding, order management and resolving customer issues and queries. The ideal candidate will be known for their ability to provide exceptional service to customers and internal stakeholders by delivering premium experience. In addition, this candidate must be able to work in a fast-paced and high-volume environment.

Essential Functions

• Provide high-quality service to key customers and internal stakeholders by demonstrating and upholding Galderma’s commitments to the ‘Customer Journey’

• Function as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests

• Ensure customer and/or end-consumer concerns and queries are managed in accordance with local compliance and company standards by adhering to internal procedures and collaborating with related stakeholders, including finance, pharmacovigilance, quality, regulatory affairs, and supply chain

• Support ‘seamless’ order cycle from order receipts 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 Service Manager 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 customers on rejected requests

• Troubleshoot and resolve EDI errors on inbound order and outbound shipments

• Function as a subject matter expert in key customer accounts and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization

Requirements

• 2-5 years’ experience in a customer success, customer service, or account management role, preferably within a Consumer-Packaged Goods or Pharmaceutical environment

• Fluent in English, strong oral and written communication skills – French preferred

• Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections

• Strong experience working within ERP systems (i.e., Oracle, SAP) and CRM platforms (i.e., Salesforce, Veeva)

• Ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance)

• Excellent organizational skills and the ability to manage multiple priorities and deadlines while adapting to shifting demands. 

• Strong verbal and written communication skills, with the ability to effectively engage with internal and external stakeholders. 

• Proactive, self-motivated, and continuously driven to improve both processes and personal professional development

This position is based at Galderma downtown Toronto office (161 Bay St.) with at least 3 days working on site per week required. The base salary range for the role is 70,000 -75,000 CAD.