Lilly Customer Response Centre Associate in Toronto, Ontario
As an integral part of our Commercial Capabilities and Customer Experience Division, the Customer Response Centre provides timely, trusted and tailored bilingual answers to customer inquiries from across Canada. The Customer Response Centre (CRC) Associate is responsible for enhancing customer relationships by continually seeking customer feedback and working to meet or exceed customer expectations. The CRC Associate understands the customer needs, collates customer feedback, and shares this with the wider business in order to deliver the best solutions in a timely manner. Providing support to internal business partners, responding to customer medical information questions, managing device trouble shooting and training, reporting adverse event and product complaints, completing order processing and actively participating in product and device initiatives is a key component of this role.
Additional responsibilities include:
Provide bilingual responses to telephone and writteninquiries about our products, devices, services and policies
Identify, report and complete all necessary follow ups on adverse event and product complaint activities
Liaise with other departments to resolve inquiries, and to obtain product and service updates
Efficiently process drop shipments, vendor order process and product replacement needs
Participate in deployment of marketing activities, programs and brand strategies.
Provide first level medical information and sales support
Solicit, capture and identify customer feedback and opportunities for process enhancements
Train customers and problem solve device issues in an efficient and easy to understand manner.
Successfully navigate a variety of computer based applications and systems
Participate in customer service and process improvement initiatives with cross functional team members
Order and return processing, including debit, credit and product sample requests as well as vendor order placement
Work with external vendors on account escalations, process development and program management and supply chain requests
Thoroughly understand and apply knowledge of local affiliate standard operating procedures, tools, and business processes
Assist with front reception back up coverage responsibilities
Occasional afterhours emergency response action required
Effectively manage incoming call requests and recognize and adapts to cultural differences and communication preferences
Completes required training and departmental enhancement activities, taking action on competency related feedback, in order to maximize the development of skill sets that benefit the company and his/her personal career objectives.
Lilly will conduct, at its own expense, background search (including verification of educational credentials, contacting three of your personal references) of the successful candidate.
Eli Lilly Canada is committed to employment equity. We encourage applications from qualified women, members of visible minorities, Aboriginal peoples, and persons with disabilities.
Bilingual Customer Response Center Associate - Full-time
University Degree in a science discipline preferred or equivalent pharmaceutical experience
Minimum of 1-2 years’ experience in pharmaceutical/customer service/sales industry
Fully Bilingual (English/French) requirement
Must Have Skills
Demonstrated customer focus attitude
Effective time management, reliable, punctual and task completion oriented
Strong computer literacy
Excellent critical thinking and problem-solving skills
Open attitude that adapts to work effectively within a team, independently and with others in the organization
Knowledge of SAP system, Sales Force.com and CRM system an asset
Excellent organizational and multi-tasking capabilities
Ability to navigate and link process to unique situations
Proven successful management of occasional high pressure time sensitive situations
Ability to effectively manage internal departmental projects, assignments and participate in collaborative cross functional initiatives
Comfortable working in a call center environment that requires flexibility to effectively manage and analyze cases with unique customer escalations.
Excellent written and verbal communication skills with elevated phone etiquette standards
Ability to work a flexible work schedule depending on business needs
Vendor relationship and medical background an asset
At Lilly, we’re, inspired to make a difference in people’s lives every day – through the discovery of life-changing medicines, better understanding of disease management and support for people living with illness and their families and friends.
Our work today – from our research programs to our volunteer initiatives – is a reflection of our heritage of uniting caring with discovery to make life better for people around the world.
We are committed to investing in our employees – through competitive salaries, training and development, health, and the opportunity to do good. The pharmaceutical industry is a complex, rapidly changing environment and we are looking for highly capable people to help us accomplish our mission!
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