Customer Service Specialist

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold 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.