Experience

• 

  Groupe PARIMA

  • Montreal, Quebec, Canada

  • Customer Service Coordinator

    • Mar 2022 - Present
    • Montreal, Quebec, Canada

    Responsible for planning, directing and organizing customer service activities for commercial products. Being the first point of contact with the customers for new purchase orders entered in Sage financial software, providing dates on production and on releases of finished products to organize shipments in a timely manner.Respond to client requests on commercial products by following-up with different internal depts.Maintain respectful business relationships with customers by responding to questions andconcerns in an efficient and professional manner.Establish organizational policies and procedures relating to customer service.Collaborate with the business development and marketing departments to understand andcommunicate conscient messages to clients

• 

  Bausch Health Companies Inc.

  • Laval, Quebec, Canada

  • Customer Service Representative

    • Sep 2016 - Nov 2021
    • Laval, Quebec, Canada

    Supported both pharmaceutical and consumer health business units. Responded to all incoming calls to help on product support/information, orders, returns, backorders, managing complaints, etc. Maintained and built strong relationships with internal stakeholders (marketing, customer service, logistics, sales, medical). Accepted challenge to manage the Aesthetic business unit for 6 months when colleague left. Provided help to Surgical business unit when required.Entered customer orders by email, fax and EDI approval.Processed credits, issued invoices and authorized returns.Coordinated deliveries with the distribution center, tracked and researched deliveries.Daily follow up on all open lines and open order report.Reported adverse events and special safety situations immediately after their reception to the pharmacovigilance department as per current SOPs.Worked closely with the Credit department to resolve issues

• 

  Abbott

  • Saint-Laurent, Quebec, Canada

  • Bilingual Communication Agent

    • Apr 2016 - Aug 2016
    • Saint-Laurent, Quebec, Canada

    Trained on all the Abbott Diabetes consumer products and learned the OneStep tracking system to log in all calls for product complaints and non-product complaintsEnsured that all mandatory trainings are completed on time always remaining compliant with company and industry standardsAssisted to weekly meetings in preparation of transfer of call center from the US to CanadaParticipated in Hyper Care Support for the Abbott Diabetes Customer Care call centerResponded to calls, provided adequate, accurate and timely information on Abbott Diabetes consumer products and servicesEntered all calls in the OneStep tracking system, transmitted all necessary information to the Quality Control Department to identify any potential recalls and manufacturing concernsShared information collaborated with colleagues and created a team spirit

• 

  Bayer HealthCare (formerly Merck Canada)

  • Pointe-Claire, Qc

  • Customer Service Specialist

    • Oct 2014 - Feb 2016
    • Pointe-Claire, Qc

    Supported the management of Bayer Consumer Care Business while in transition and assisted in the preparation for the Merck Consumer Care exitProvided Hyper Care Support to Bayer Customer Service representativesProvided knowledge/expertise for the transfer of the Merck Consumer Care businessAssisted in meetings with logistics and distribution to ensure customer delivery dates are metOrder Processing for Wholesalers (via phone, fax, email and EDI)Key Account Management Order Monitoring, tracking, follow-upVerification of claims (i.e. research pricing issues, shortages/overages)Processing of returns/credit and debit notesEnsured that all mandatory trainings are completed on time

• 

  Merck Canada (formerly Schering-Plough Canada)

  • Kirkland,Qc

  • Associate Specialist, Shared Services Customer Support

    • 2011 - 2014
    • Kirkland,Qc

    Collaborated with Human Health (HH) and Merck Consumer Care (MCC) businessesSupported all new product/packaging launches and SAP ImplementationManaged operational challenges (recalls, backorders, emergency orders, MCC key accounts, etc.)Cross functional teamwork with different departments to better understand the businessPrimary contact for the MCC Operations groupOrder Processing for Wholesalers, Pharmacies & Hospitals (via phone, fax, email, EDI and SAP)Key Account Management for both divisions Order Monitoring, tracking, follow-upVerification of claims (i.e. research pricing issues, shortages/overages)Processing of returns/credit and debit notesSigma Yellow Belt CertificationEnsured that all mandatory trainings are completed on time

• 

  Schering Plough Canada

  • Pointe-Claire, Qc

  • Customer Service Representative

    • 1989 - 2010
    • Pointe-Claire, Qc

    Supported all three divisions (Rx, OTC and Animal Health) with flexibilityKnowledge of complex order processing and inventory systems (AS400, EDI and MRP)Handled all product complaints by recording them in the "Trackwise" systemResponsible for the Consumer Health Care Display coordinationAssisted Customer Service Manager in the takeover of Schering-Plough Healthcare, Organon & Mallinckrodt integrationsOrder Processing for Wholesalers, Pharmacies, Hospitals & Vet accounts (via phone, fax, email and EDI)Key Account Management for all three divisions Order Monitoring, tracking, follow-upVerification of claims (i.e. research pricing issues, shortages/overages)Processing of returns/credit and debit notesEnsured that all mandatory trainings are completed on time