Chef dEquipe, Service a la Clientele - Sante Animale / Customer Service Team Lead - Animal Health

Job Description

Chef dEquipe, Service a la Clientele - Sante Animale

Le Chef dEquipe, Service a la Clientele releve du Directeur Associe, Logistique et Soutien a la clientele. Ce poste coordonne les activites administratives qui incombent au Service a la Clientele et agit comme personne-ressource pour ce departement. Le service a la clientele fournit le lien de communication cle avec nos clients, les ventes, le marketing, les finances et le personnel de la logistique pour assurer un service optimal a notre clientele totale, c'est-a-dire externe et interne.

Ce poste comprend un leadership operationnel et du coaching dequipe, mais ninclut pas de responsabilites formelles en gestion de personnel, lesquelles relevent du Directeur Associe.

Les taches du chef dequipe comprennent les suivantes, sans sy limiter :

• Participer au developpement et a limplantation des procedures operatoires normalisees et des instructions de travail.

• Entrer les prix en vigueur dans le systeme informatique dans les delais prescrits.

• Maintenir les fichiers maitres appropries pour s'assurer que toutes les informations sont a jour et exactes.

• Identifier et resoudre les problemes demandant une attention immediate dans le departement.

• Enqueter, analyser et resoudre toutes les demandes de deductions/credits des clients dans les delais requis.

• Examiner et resoudre les erreurs de transmission electronique des donnees (EDI) et les corriger de maniere appropriee.

• Traiter et verifier les commande recue des clients. S'assurer de lexactitude de tous les details ou instructions speciaux pour assurer un service de premiere qualite.

• Gerer les clients grands comptes, s'assurer que toutes les attentes des clients sont satisfaites.

• Traiter toutes les demandes, internes comme externes, concernant le service a la clientele.

• Traiter et/ou rediriger, le cas echeant, toutes les demandes des clients telles que les autorisations de retour, les suivis des expeditions, les penuries, les ecarts de prix, les reclamations sur les produits, les demandes de remboursement, les notifications aux representants des ventes, etc.

• Fournir un soutien pour les promotions de nos produits, y compris des informations et des statistiques au besoin.

• Representer le Service a la Clientele dans les projets speciaux.

• Maintenir les outils decisionnels afin dalimenter les indicateurs cles de performance (ICP) et les tableaux de bord utilises par les equipes de direction et les equipes operationnelles;

• Se tenir au courant de la technologie, tels que suite MS Office, EDI, systemes de saisie des commandes et de MRP, etc. afin d'optimiser et ameliorer l'efficacite des communications avec les clients.

• Toutes autres taches connexes a la fonction.

Le Chef dEquipe, Service a la Clientele doit connaitre et suivre toutes les exigences legales et reglementaires ainsi que les pratiques et les standards de lindustrie. Il doit egalement completer ses taches selon la culture et conformite envers les valeurs, politiques et procedures de notre entreprise et mettre en application les comportements de leadership de notre entreprise.

Competences:

• Capacite a traiter rapidement une grande quantite dinformation, de facon precise et efficace.

• Bonne maitrise des systemes informatises et des logiciels Microsoft (Outlook, Excel, Word).

• Bonnes aptitudes dorganisation et de gestion du temps.

• Capacite a encourager et mobiliser son equipe.

• Excellentes aptitudes a interagir et a communiquer clairement et efficacement (tant a loral qua lecrit).

• Capacite a travailler sous pression, tant au niveau individuel quau sein dune equipe.

• Capacite a travailler en collaboration avec diverses equipes multifonctionnelles.

• Experience de travail avec le systeme SAP un atout.

• Connaissance des outils Microsoft Power BI et Sharepoint un atout

• Capacite a bien travailler un milieu necessitant un rythme de reponse rapide et a gerer de multiples taches dans un milieu dynamique.

Education/Experience/Langue:

• Education : Minimum dun diplome collegial complete

• Minimum de cinq (5) ans dexperience pertinente au service a la clientele, preferablement dans lindustrie pharmaceutique.

• La maitrise du francais est requise.

Nous sommes fiers d'etre une entreprise qui embrasse la valeur de rassembler des personnes diversifiees, talentueuses et engagees. La facon la plus rapide dinnover est de rassembler des gens de diverses opinions dans un environnement inclusif. Nous encourageons nos collegues a remettre en question avec respect les problemes de reflexion et dapproche de lun et de lautre. Nous sommes un employeur souscrivant au principe de legalite dacces a lemploi et nous sommes determines a favoriser un milieu de travail inclusif et diversifie.

Required Skills:

Coaching, Customer Service, Handling Customer Complaints, Legal Compliance, Order Processing, Pharmaceutical Management, Problem Resolution, Project Management, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes, Service Requests, Technical Support, Works Under Pressure

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description:

Customer Service Team Lead - Animal Health

The Customer Service Team Lead reports to the Associate Director, Logistics and Customer Support. This position coordinates the administrative activities related to Customer Service department and acts as a resource person for this unit. This position provides the key communication link between our customers, sales, marketing, finance and logistics personnel to ensure optimal service to our total customer base i.e. external and internal.

This role includes operational leadership and team coaching but does not involve formal people management responsibilities, those responsibilities are handled by the Associate Director.

Duties include but are not limited to the following:

• Participate in the development and implementation of standard operating procedures and work instructions.

• Enter pricing into the computer system within the prescribed time limits.

• Maintain appropriate master files to ensure all information is current and accurate.

• Resolve issues requiring immediate attention in the department.

• Investigate, analyze and resolve all customer deduction/credit requests in a timely manner.

• Review and resolve electronic data transmission (EDI) errors and correct them appropriately.

• Process and proof customer orders received. Validate the accuracy of all special details or instructions to ensure first quality service.

• Manage Key Account customers, ensure all customer expectations are met.

• Investigate, analyze and resolve all customer deductions/credit requests within required time frames.

• Handle all internal and external customer service requests.

• Handle and/or redirect, as appropriate, all customer inquiries such as authorization to return, shipment tracing, shortages, price discrepancies, product complaints, cheque requests, notification to sales representatives, etc.

• Provide support for all product promotions, including information and statistics as required.

• Maintain decisionsupport tools to feed key performance indicators (KPIs) and dashboards used by management and operational teams.

• Stay abreast of technology, such as MS Office suite, EDI, order entry and MRP systems, etc. to optimize and enhance efficiency and effectiveness in interactions with customers.

• Perform any other related duties as required.

The Customer Service Team Lead must know and follow all legal and regulatory requirements as well as industry practices and standards. He/she must also fulfil his/her duties in accordance with our company's culture and in compliance with its values, policies and procedures, and apply our company's leadership behaviors.

Skills:

• Ability to process a large amount of information quickly, accurately and efficiently.

• Excellent knowledge of computer systems and Microsoft software (Outlook, Excel, Word).

• Good organizational and time management skills.

• Ability to encourage and mobilize your team.

• Excellent ability to interact and communicate clearly and effectively (oral and written).

• Ability to work under pressure, both independently and as part of a team.

• Ability to work collaboratively with various cross-functional teams.

• Knowledge of the SAP system is a asset.

• Knowledge of Microsoft Power BI and SharePoint is an asset.

• Ability to work well with minimal supervision in a fast-paced environment and to manage multiple tasks simultaneously in a dynamic environment.

Education/Experience/Language:

• Education: M inimum of a completed College Degree

• Minimum of five (5) years of relevant experience, preferably in the pharmaceutical industry in customer service.

• Fluency in French is required

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one anothers thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

06/10/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.