Customer Service Representative

Windsor, Ontario is one of two sites located in Canada offering softgel development and manufacturing capabilities for the Pharmaceutical and Consumer Health industries. We have a broad range of integrated formulation, manufacturing, analytical and packaging services to offer full-service turnkey solutions. We have an opportunity for a Customer Service Representative to join our team. In this role, you will manage individual customer accounts and ensure high levels of service that promote customer retention and growth. You will act as the primary point of contact for customers and provide essential internal support to Business Development activities. This position plays a key role in maintaining strong relationships and ensuring smooth communication between customers and internal teams. Shift: Monday-Friday, 8:00 AM-4:30 PM or 8:30 AM-5:00 PM with a 30-minute unpaid lunch.

Responsibilities

Develop and maintain relationships within assigned accounts and keep account profiles up to date to ensure accuracy of customer needs; Work with the Supply Chain team to acquire and process order confirmations; Identify and help resolve risks related to delivery or customer contracts, manage client expectations, and communicate any delays or reschedules; Process customer inquiries and complaints, track progress, and ensure timely responses; Promote and maintain the organization's brand image and identity within the marketplace; Update and maintain working forecasts, including monthly consumption calls, and track department metrics as required; Work extended hours or weekends as needed, especially when problems occur or deadlines must be met; Perform other duties as required

Requirements

College Diploma and/or bachelor's degree is required; 3+ years of customer service and/or account management experience recommended

Nice to have

Experience working in a pharmaceutical, manufacturing, and/or Good Manufacturing Practice (GMP) facility; Knowledge of retail and/or wholesale sales principles, methods, practices, and techniques; Excellent negotiation and diplomacy skills, with a high degree of tact and persuasiveness; Able to build and maintain lasting relationships with corporate departments, key business partners, and other stakeholders; Skilled at assessing client needs, developing proposals, and delivering solutions; Driver's license

Benefits

Comprehensive Benefit Package (Health, Dental, Vision, & Life Insurance); Group Retirement Savings – Registered Pension Plan (RPP) with employer contributions; Employee Reward & Recognition programs; Opportunities for professional and personal development & growth including tuition reimbursement