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About the Role

The Customer Service Specialist will manage the order-to-cash cycle for a specified portfolio of customer accounts, ensuring a seamless customer journey. This role is pivotal in addressing client inquiries, building strong client relationships, and partnering with the sales team to ensure accurate and timely order execution from onboarding to invoicing and collections.

Responsibilities

• Provide high-quality service to key customers and internal stakeholders.
• Function as the primary point of contact for specified accounts to address inquiries and requests.
• Manage customer and/or end-consumer concerns and queries in accordance with compliance and company standards.
• Support the order cycle from order receipts to invoicing to collections.
• Liaise with sales management and Customer Service Manager to review account portfolios and address insights, opportunities, and obstacles.
• Consult with appropriate departments regarding shortages, out of stocks, delays, and/or complaints.
• Assist with account collection and resolve credit block issues.
• Assist with dispute management in investigating customer chargebacks and claims.
• Troubleshoot and resolve EDI errors on inbound orders and outbound shipments.
• Function as a subject matter expert in key customer accounts and provide ongoing support for O2C-related inquiries.

Requirements

• 2-5 years of 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.
• 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.
• Excellent organizational skills and the ability to manage multiple priorities and deadlines.
• 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.

Skills

• French (preferred)
• Order-to-Cash processes
• ERP systems (Oracle, SAP)
• CRM platforms (Salesforce, Veeva)
• Communication skills
• Organizational skills
• Problem-solving

Location

• Toronto, ON

Work Type

• Hybrid

Experience Level

• 2-5 years

Salary/Compensations

• 70,000 - 75,000 CAD

About the Company

• 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.
• 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.

Equal Opportunity

• Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.