Customer Service Specialist - Canada

We are seeking a bilingual (English/French) Customer Service Specialist to join our Huvepharma Canada team in Ottawa. This hybrid role offers the flexibility of four days remote and one day per week in the office, combining autonomy with meaningful in-person collaboration. Reporting to the President, Huvepharma Canada, this position plays a critical role in delivering exceptional customer service within a regulated pharmaceutical environment—managing the full order process, supporting cross-functional coordination, and ensuring accuracy, compliance, and strong customer relationships.

EDUCATION, EXPERIENCE & TECHNICAL SKILLS:

• College or University Degree
• Bachelor’s Degree in Business Administration preferred
• 5+years’ experience managing order-to-cash cycle preferred.
• Microsoft Office Suite (Excel, Word, Outlook), ERP software (Microsoft Dynamics)
• Bilingual -English and French
• Self-starter
• Quality and Customer-focused, authentic, and empathetic
• High level of data accuracy and attention to detail
• Problem solving skills
• Excellent oral and written communication skills in both English and French
• Ability to resolve conflicts with patience and a positive attitude
• Excellent phone skills
• Ability to analyze information and respond quickly
• Ability to multi-task
• Critical thinking skills
• Adaptability
• Time management skills
• General knowledge of Microsoft Office and Excel computer programs
• A willingness to go the extra mile

POSITION RESPONSIBILITIES:

• Provide excellent customer service through phone and email in a professional, timely, and accurate manner for existing and potential customers.
• Assist directly or route customers to the appropriate personnel for assistance.
• Receive, process, and confirm customer orders within one business day. Verify customer pricing and communicate new orders to warehouses and logistics partners.
• Maintain excellent follow-through with any requests or issues.
• Track customer interactions and transactions, record details of inquiries, complaints, claims, and comments; as well as action taken.
• Open new customer accounts and update existing customer account information and requests in AX and CRM as needed.
• Build a personal connection with each customer to maintain loyalty with Huvepharma through implementation of customer follow-up program.
• Invoice orders and e-mail customers within one day of ship date.
• Manage monthly collection and reconciliation of consignment inventory reports from distributors/customers.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; inputting any damage reported in Reliance software; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintain customer pricing summary notebook and regulatory documentation.
• Act as the liaison between customers and internal departments (sales, product management, finance, etc.) to ensure accurate order processing, issue resolution, and coordinated execution.
• Develop and maintain customer service programs in order to provide outstanding service.
• Coordinate with Canadian 3PL warehouses and freight providers to ensure timely order fulfillment, inventory accuracy, and resolution of shipment discrepancies.
• Maintain in-depth product knowledge of product portfolio, including new product releases.
• Conduct customer surveys and communicate to technical and marketing teams to develop processes for better serving customers.
• Provide Ottawa office support during in-office days, including mail processing and administrative assistance for the sales team.
• Provide weekly reports on customer inquiries and feedback so as to develop customer service analytics and trends.