Customer Service Clerk

Description:

Product Distribution Centre (PDC) operates a fully cost recoverable program which is a Health Canada licensed complete supply chain solution. Our approach includes program-specific supply strategy consulting, procurement of unique program goods, inventory management, account management and customer service support, and distribution of goods. PDC works with government, public sector, publicly funded agencies, and their end users. The program supplies medical devices, pharmaceutical drugs, feeding supplies and equipment, personal care products, janitorial products, and personal protective equipment.

JOB OVERVIEW
This position focuses on Call Centre activities in a very busy environment with a team of 10 that answers and responds to approximately 7500 inquiries each month. A key component in meeting the needs of a demanding client base, the Customer Service Clerk is responsible for providing front- line customer service in accordance with Health Canada Standard Operating Procedures (SOP’s). This position plays a significant role as a liaison between the PDC’s client base that includes ministries, Federal departments, municipalities, academic institutions, schools and hospitals, publicly funded agencies, Crown corporations, other out-of-province public sector organizations and the general public.

Job Requirements:

• Secondary school graduation or equivalent (GED).
• 6 months’ minimum recent (within the last 5 years) experience in a call centre. (a call centre is an office set up to handle a large volume of telephone calls, especially for taking orders and providing customer service).
• 1 years’ minimum recent (within the last 5 years) experience using Customer Relationship Management (CRM) systems.
• 1 years’ minimum recent (within the last 5 years) experience typing, formatting and editing a variety of documents and materials using desktop tools such as Word, Excel and Outlook.

Preference may be given to applicants with one (1) or more of the following:

• Post-secondary education.
• 1 years’ minimum recent (within the last 5 years) experience in a call centre. (a call centre is an office set up to handle a large volume of telephone calls, especially for taking orders and providing customer service)
• 2 years’ minimum recent (within the last 5 years) experience using Customer Relationship Management (CRM).
• 1 years’ minimum recent (within the last 5 years) experience in Enterprise Resource Planning (ERP) systems, such as SAP.
• 6 months’ minimum recent (within the last 5 years) experience dealing with medically fragile clients.
• Recent experience (within the past 5 years) in a retail or wholesale goods distribution organization, inventory management or a supply chain environment.
• Experience in applying Health Canada regulations for medical devices/products and pharmaceutical drug information.
• Candidates with additional years of experience in any of the above experience requirements and/or preferences.