Bilingual Client Support Specialist, Pricing & Contracts

Description

Bilingual Client Support Specialist, Pricing & Contracts- 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, Pricing & Contracts is responsible for executing day-to-day contract and pricing activities for a full portfolio of customer accounts, including manufacturers, hospitals, and healthcare partners. The role supports the Director of Customer Service by implementing and maintaining contracts and pricing, managing credits and debits, resolving discrepancies, supporting contract and pricing training, maintaining accurate records, 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 contract and provincial pricing activities for a portfolio of manufacturer, hospital, and healthcare customer accounts.
• Execute contract implementations, changes, and amendments accurately and within established timelines.
• Monitor new contracts, manufacturer amendments, provincial pricing updates, and hospital contract changes.
• Investigate and resolve contract, pricing, and billing discrepancies, including applicable credits and debits.
• Serve as the primary Contract and Pricing Specialist for assigned customers, providing responsive, professional, and solution-oriented support.
• Communicate clearly with customers regarding account status, contract issues, pricing concerns, and resolution timelines.
• Build and maintain positive relationships with manufacturers, hospitals, healthcare partners, and internal stakeholders.
• Provide bilingual English/French customer support, as required.
• Collaborate with Customer Service, Financial Services, and other internal and external stakeholders to resolve issues efficiently and accurately.
• Coordinate timely dispute resolution and escalate recurring or complex matters to the Director of Customer Service and/or Financial Services Manager, as appropriate.
• Provide contract and pricing support to cross-functional departments and attend manufacturer and hospital meetings as the Contract subject matter expert.
• Maintain accurate customer account records, contract files, pricing information, and dispute documentation.
• Ensure data integrity within ERP systems and support contract reporting and departmental decision-making.
• Adhere to established service levels, internal controls, policies, and standardized processes.
• Identify opportunities for process improvement, automation, and continuous improvement within contract and pricing activities.

Qualifications

Requirements

• Post-secondary education in Business Administration, Finance, Accounting, Supply Chain, Healthcare Administration, or a related field is preferred.
• 2-3+ years of experience in customer service, client support, contracts, pricing, billing, account administration, or a related function.
• Hands-on experience supporting contract implementations, pricing updates, amendments, credits/debits, billing issues, or pricing discrepancies is strongly preferred.
• Experience working with customer contracts, manufacturer agreements, hospital accounts, provincial pricing, or similar complex account structures would be considered an asset.
• Strong proficiency with ERP systems, Microsoft Office, and data-management tools; strong Excel skills are preferred.
• Excellent attention to detail and a high level of accuracy when working with pricing, contracts, customer records, and financial information.
• Strong analytical and problem-solving skills with the ability to investigate discrepancies and coordinate solutions across multiple stakeholders.
• Excellent communication and customer service skills with the ability to build professional relationships and manage sensitive or complex customer issues.
• Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
• Experience in pharmaceutical, healthcare, hospital, distribution, supply chain, or another regulated environment would be considered an asset.
• Bilingual English/French language skills are essential for this role