Customer Service Representative

ABOUT THE COMPANY:

Prollenium Medical Technologies Inc. is a fast-growing Canadian developer, manufacturer and international distributor of premium HA dermal filler. Prollenium is able to ensure a continual flow of creation, unique ideas, and a steady pipeline of new and exciting products that provide safe and effective results. US FDA, Health Canada, and CE approvals, over 4 million syringes in the Revanesse product line have been sold to 80+ countries world-wide. Prollenium is the only manufacturer of Hyaluronic Acid dermal fillers in North America. Join our dedication to innovation.

JOB SUMMARY:

Responsible for acting as a liaison between customers, sales reps and the company. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. This position reports to the SVP of Operations.

MAJOR RESPONSIBILITIES:

• Process orders submitted by sales reps and/or customers in an efficient and accurate manner
• Review account status prior to placing order (past due)
• Process refunds/returns when required
• Assist customers with complaints or inquiries related to product, services, or purchases, direct questions to other members as required
• Record and report adverse events to Quality Assurance department
• When setting up new account, verify medical license as required by state/province and confirm status
• Take payment information and other pertinent information such as addresses and phone numbers
• Charge customers using system when required and in a timely manner
• Manage sales rep car stock orders, review for any violations to policy for order quantities
• Notify sales reps when customer card is declined and work with sales reps to resolve the situation
• Follow up with shipping for orders released and not processed
• Send sales reports to sales reps upon request
• Add customer records to system and verify medical license and all pertinent information required for reporting

MINIMUM QUALIFICATIONS:

Technical Knowledge/Experience

• High School Diploma or College Diploma
• 1 year experience in customer service in an office environment
• Excellent computer skills in Microsoft suite (Excel, Word, PowerPoint) and competence with inventory control software
• Must be comfortable communicating with physicians over the phone
• Ability to liaise with the Sales, Shipping, QA and QC Departments
• Willingness to learn about gel fillers and cosmetic product lines

Behavioral

Demonstrated ability to apply the following behavioral competencies on the job:

• Teamwork: Working effectively and productively with others
• Written Communication: Writing clearly, succinctly and understandably
• Problem Solving: Anticipating, analyzing, diagnosing and resolving problems
• Organization and Planning: Utilizing logical, systematic and orderly procedures to meet objectives
• Flexibility: Agility to adapt to change

Note: This is a 9-month contract position based out at our Richmond Hill office.