Job Title

Job Description Chef d''quipe, Service la Clientle Le Chef d''quipe, Service la Clientle relve du Directeur Associ, Logistique et Soutien la clientle. Ce poste coordonne les activits administratives qui incombent au Service la Clientle et agit comme personne-ressource pour ce dpartement. Le service la clientle fournit le lien de communication cl avec nos clients, les ventes, le marketing, les finances et le personnel de la logistique pour assurer un service optimal notre clientle totale, c''est--dire externe et interne. Les tches du chef d''quipe comprennent les suivantes, sans s''y limiter: Participer au dveloppement et l''implantation des procdures opratoires normalises et des instructions de travail. Entrer les prix en vigueur dans le systme informatique dans les dlais prescrits. Maintenir les fichiers matres appropris pour s''assurer que toutes les informations sont jour et exactes. Rsoudre les problmes demandant une attention immdiate dans le dpartement. Enquter, analyser et rsoudre toutes les demandes de dductions/crdits des clients dans les dlais requis. Examiner et rsoudre les erreurs de transmission lectronique des donnes (EDI) et les corriger de manire approprie. Traiter et vrifier les commande reue des clients. S''assurer de l''exactitude de tous les dtails ou instructions spciaux pour assurer un service de premire qualit. Grer les clients grands comptes, s''assurer que toutes les attentes des clients sont satisfaites. Traiter toutes les demandes, internes comme externes, concernant le service la clientle. Traiter et/ou rediriger, le cas chant, toutes les demandes des clients telles que les autorisations de retour, les suivis des expditions, les pnuries, les carts de prix, les rclamations sur les produits, les demandes de remboursement, les notifications aux reprsentants des ventes, etc. Fournir un soutien pour les promotions de nos produits, y compris des informations et des statistiques au besoin. Maintenir les outils dcisionnels afin d''alimenter les indicateurs cls de performance (ICP) et les tableaux de bord utiliss par les quipes de direction et les quipes oprationnelles; Se tenir au courant de la technologie, tels que suite MS Office, EDI, systmes de saisie des commandes et de MRP, etc. afin d''optimiser et amliorer l''efficacit des communications avec les clients. Toutes autres tches connexes la fonction. Le Chef d''quipe, Service la Clientle doit connatre et suivre toutes les exigences lgales et rglementaires ainsi que les pratiques et les standards de l''industrie. Il doit galement complter ses tches selon la culture et conformit envers les valeurs, politiques et procdures de notre entreprise et mettre en application les comportements de leadership de notre entreprise. Comptences: Capacit traiter rapidement une grande quantit d''information, de faon prcise et efficace. Bonne matrise des systmes informatiss et des logiciels Microsoft (Outlook, Excel, Word). Bonnes aptitudes d''organisation et de gestion du temps. Capacit encourager et mobiliser son quipe. Excellentes aptitudes interagir et communiquer clairement et efficacement (tant l''oral qu'' l''crit). Capacit travailler sous pression, tant au niveau individuel qu''au sein d''une quipe. Capacit travailler en collaboration avec diverses quipes multifonctionnelles. Exprience de travail avec le systme SAP un atout. Connaissance des outils Microsoft Power BI et Sharepoint un atout Capacit bien travailler un milieu ncessitant un rythme de rponse rapide et grer de multiples tches dans un milieu dynamique. ducation/Exprience/Langue: ducation: Diplme d''tudes collgiales Minimum de cinq (5) ans d''exprience pertinente au service la clientle, prfrablement dans l''industrie pharmaceutique. La matrise du franais est requise. Conformment la Stratgie de milieu de travail hybride de notre entreprise, ce poste sera excut au moyen d''une combinaison de travail distance et de travail en personne (sige social de Kirkland) en fonction de la nature du travail effectuer. Nous sommes fiers d''tre une entreprise qui embrasse la valeur de rassembler des personnes diversifies, talentueuses et engages. La faon la plus rapide d''innover est de rassembler des gens de diverses opinions dans un environnement inclusif. Nous encourageons nos collgues remettre en question avec respect les problmes de rflexion et d''approche de l''un et de l''autre. Nous sommes un employeur souscrivant au principe de l''galit d''accs l''emploi et nous sommes dtermins favoriser un milieu de travail inclusif et diversifi. Required Skills: Accountability, Consumer Protection Laws, Customer Service, Customer Service Management, Handling Customer Complaints, Order Processing, Policy Procedures, Problem Resolution, Promotional Activities, Regulatory Requirements, Report Preparation, Sales Data Management, Service Requests, Standard Operating Procedure (SOP), Technical Support, Time Management, Work Instructions, Work Under Pressure Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE Secondary Language(s) Job Description: Customer Service Team Lead 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. 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 Representative 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: College Degree Minimum of five (5) years of relevant experience, preferably in the pharmaceutical industry in customer service. Fluency in French is required In line with our Company''s Hybrid Workplace Strategy, this position will be performed through a combination of remote work and in-person (Kirkland Head Office) based on the nature of work to be done. 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 another''s 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: 02/24/2026 *A job posting is effective until 11:59:59PM on the day BEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.