Bilingual (French/English) Customer Care Specialist

Description

Bilingual Client Support Specialist, Special Accounts - HYBRID
Full-Time, PERM

Location : Mississauga-HYBRID
Hours: Monday-Friday 8:30am-5:00pm, 1 hour lunch
Salary : Up to 65K

Client

Our client is a leading pharmaceutical distribution channel that continues to grow. Due to this tremendous growth, they are looking for a talented professional to join their Customer Service team.

Summary

The Client Support Specialist, Special Accounts & Narcotics is responsible for executing day-to-day Manufacturer Specialty Account and Narcotic program activities for an assigned portfolio of customer accounts, including manufacturers and healthcare partners. The role supports the Director of Customer Service by managing and coordinating specialty account and narcotic programs, supporting new account and product onboarding, building relationships with internal and external healthcare stakeholders, resolving inquiries, and delivering exceptional customer service that supports organizational and patient care priorities.

PERKS:

• Health Benefits provided day 1
• Tuition reimbursement
• Yearly Bonus
• DPSP
• Opportunity for Growth to Supervisory roles or Project Management positions
• 3 weeks' vacation
• Personal/sick days + client is flexible
• Beautiful Workspace
• Great work culture

Responsibilities

Key Objectives

• Manage and coordinate Manufacturer Specialty Account and Narcotic programs and activities for an assigned portfolio of customers.
• Provide technical and operational support for specialty account and narcotic programs.
• Support the onboarding of new Manufacturer Specialty and Narcotic accounts and products.
• Coordinate with the client's 3PL customer service/logistics provider, manufacturers, members, customers, and other stakeholders to support smooth business operations.
• Provide specialty account and narcotic support, ensuring inquiries and concerns receive timely follow-up, analysis, and resolution.
• Upload and maintain product updates to support the timely and accurate transfer of information.
• Serve as the primary Client Support Specialist for assigned Special Accounts and Narcotics customers, providing responsive, professional, and solution-oriented service.
• Communicate clearly regarding account status, issue management, resolution details, and timelines.
• Build and maintain positive relationships with manufacturers, pharmacies, hospitals, healthcare partners, and internal stakeholders.
• Provide bilingual English/French customer support, as required.
• Investigate and resolve manufacturer and stakeholder issues while collaborating with Customer Service, Financial Services, Operations, and other internal and external partners.
• Coordinate timely dispute and issue resolution, escalating recurring or complex matters to the Director of Customer Service, as appropriate.
• Maintain accurate customer account records, specialty/narcotic program files, and issue-management documentation.
• Ensure data integrity within ERP systems and support reporting requirements and departmental decision-making.
• Adhere to established service levels, internal controls, policies, procedures, and standardized processes.
• Identify opportunities for process improvement, automation, and continuous improvement within specialty account and narcotic support activities.

Qualifications

Requirements

• Post-secondary education in Business Administration, Healthcare Administration, Life Sciences, Pharmacy, Supply Chain, or a related field is preferred.
• 2-3+ years of experience in customer service, client support, account coordination, healthcare, pharmaceutical services, specialty programs, or a related environment is preferred.
• Experience supporting specialty pharmaceutical accounts, narcotic or controlled-product programs, manufacturer programs, pharmacies, hospitals, or healthcare stakeholders would be a strong asset.
• Experience coordinating complex customer programs, new account/product onboarding, issue resolution, and cross-functional stakeholder support is preferred.
• Knowledge of regulated healthcare, pharmaceutical, narcotic, or controlled-substance environments would be considered an asset.
• Strong proficiency with ERP systems, Microsoft Office, and customer/account management tools.
• Excellent attention to detail, documentation, follow-up, and data accuracy skills.
• Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities and sensitive customer issues.
• Excellent communication and relationship-building skills with the ability to work professionally with manufacturers, healthcare partners, pharmacies, members, and internal stakeholders.
• Ability to work independently, use sound judgment, maintain confidentiality, and escalate complex issues appropriately.
• Experience in pharmaceutical, healthcare, hospital, pharmacy, distribution, supply chain, or another regulated environment would be considered an asset.
• Bilingual English/French language skills are essential for this role