Job Title: Bilingual Customer Service Representative
Date: April 5, 2025
Location: Toronto, Canada, Ontario, M1B2K9
Company: Teva Pharmaceuticals
Job ID: 61082
Who We Are:
At Teva Pharmaceuticals, we are united by a mission to make good health more affordable and accessible, helping millions around the world live healthier lives. Operating across nearly 60 countries with a rich diversity of nationalities and backgrounds, we are the world's leading manufacturer of generic medicines and a proud producer of many products listed on the World Health Organization’s Essential Medicines List. Every day, over 200 million people rely on Teva medicines. Join us in continuing to make a meaningful difference—one medicine, one patient at a time.
The Opportunity:
We are seeking a Bilingual Customer Service Representative to join our team in Scarborough, Ontario. This is a full-time, permanent hybrid role (three days per week onsite). As the first point of contact for our valued customers, you will be critical in creating positive customer experiences by addressing inquiries, resolving issues, and providing accurate information. Your strong communication skills, product knowledge, and problem-solving abilities will be key to building strong relationships and ensuring customer satisfaction.
How You’ll Spend Your Day:
Call Centre & Communications Management:
Deliver outstanding customer service for all incoming and outgoing calls.
Manage email, phone, and fax inquiries, assigning tasks to appropriate staff members.
Act as a liaison between hospital groups, customers, and government health groups across Canada.
Provide accurate product information regarding backorders, shortages, and discontinued products.
Investigate and reconcile customer inquiries related to orders, invoices, deliveries, and allowances.
Enter and track medical and product complaints in the QA Assurance database and follow up as necessary.
Ensure compliance with Pharmacovigilance requirements by reporting safety information.
Supply and Order Management:
Utilize ERP systems to manage orders, troubleshoot issues, and provide service level reports.
Take and track orders for Rx/OTC products from retail customers, wholesalers, and hospitals.
Support field representatives and sales objectives by ensuring product availability and delivering relevant reports.
Coordinate hospital contracts and wholesaler order activities.
Build close working relationships with retail pharmacies, wholesalers, and distributors.
Process all debit/credit transactions and handle billing adjustments.
Manage Donations Programs to support healthcare partners and patients in need.
Key Account Management:
Develop account-specific processes, communications, reports, and information to enhance service levels.
Trigger new product introduction activities, including product code creation, order placement, inventory distribution, and deliveries.
Other Duties:
Perform additional tasks as assigned to support the team and organizational goals.
Your Experience and Qualifications:
Education: High School Diploma required; College or Undergraduate Degree in Business or Science preferred.
Experience: Minimum 3 years in customer service; pharmaceutical industry experience is an advantage.
Bilingual in French and English.
Proficiency in Oracle, SAP, and Microsoft Office (Outlook, Word, PowerPoint, Excel).
Experience in order management and pharmaceutical order-to-cash processes.
Familiarity with advanced planning systems (e.g., SAP/APO, Oracle, i2, Manugistics, Demand Solutions).
Advanced Microsoft Excel skills.
Already Working @Teva?
If you are currently a Teva employee, please apply through the internal career site via "Employee Central" to ensure priority consideration. Internal candidates can also view exclusive opportunities available only to Teva employees. For any issues accessing your EC account, please contact your local HR/IT partner.
Teva’s Equal Employment Opportunity Commitment:
Teva Pharmaceuticals is committed to providing equal employment opportunities without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin, or any other legally recognized protected status. We are dedicated to fostering a diverse and inclusive workplace. If accommodations are required during the recruitment process, please inform us; all information provided will be treated confidentially and used solely to facilitate an accessible candidate experience.
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