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About the Role

Lead the Customer Service team to ensure a seamless customer journey for internal and external customers, focusing on accurate and timely order-to-cash execution, issue resolution, and relationship building.

Responsibilities

Provide high-quality service to key customers and internal stakeholders.
Lead a team of five to six Customer Service Specialists, fostering knowledge, best practices, and employee engagement.
Oversee team growth and development through performance assessments, coaching, and training.
Collaborate with offshore shared services for efficient order management and accounts receivables.
Analyze SLAs, response times, and open tickets to report on KPIs and trends.
Ensure accurate and timely order-to-cash execution using systems like Oracle and Salesforce.
Partner with Finance, Marketing, Sales, and Supply Chain on allocations, backorders, invoicing, and returns.
Act as an escalation point for complex customer issues and service disruptions.
Partner with the Senior Logistics Manager to improve customer experience with third-party logistics partners.
Liaise with the management team to review insights, opportunities, and obstacles.
Ensure compliance with local regulations and alignment with group standards.
Act as a subject matter expert for continuous improvement initiatives.

Requirements

Bachelor's degree in business, Supply Chain, or related field (or equivalent experience).
5+ years of experience in customer service.
At least 2 years in a supervisory or management role.
Experience 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.
Strong experience working within ERP systems (e.g., Oracle, SAP).
Proficiency in customer relationship management platforms (e.g., Salesforce, Veeva).
Ability to lead by example and inspire team members.
Ability to work in a high-energy and demanding environment with cross-functional teams.
Excellent organizational skills and ability to manage multiple priorities.
Proactive, self-motivated, and driven to improve processes and professional development.

Skills

Customer Service
Order-to-Cash (O2C) execution
Customer relationship management
Team leadership
Performance management
Coaching
Training
Collaboration
Reporting
Key Performance Indicators (KPIs)
ERP systems (Oracle, SAP)
CRM platforms (Salesforce, Veeva)
Communication skills
Organizational skills
Problem-solving
Continuous improvement

Location

Toronto, Ontario, Canada

Work Type

Hybrid
Full-time

Experience Level

5+ years
2+ years management

Education Level

Bachelor's degree

Salary/Compensations

115,000 - 120,000 CAD

Benefits

Bonus eligible

About the Company

Galderma is a leading pure-play dermatology company operating in approximately 90 countries.
We offer an innovative, science-based portfolio in Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology.
Founded in 1981, we are dedicated to advancing dermatology for every skin story.
We value employees who focus on results, embrace learning, bring positive energy, and possess initiative, teamwork, and passion.
We aim to empower employees, promote personal growth, and ensure business needs are met.
We embrace diversity and respect the dignity, privacy, and personal rights of every employee.
We offer challenging work experiences and the opportunity to make a direct impact.

Equal Opportunity

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