Bilingual Client Support Specialist, Client Relationship & Support

Description

Bilingual Client Support Specialist, Client Relationship & Support
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, Client Relationship & Support is responsible for executing day-to-day Manufacturer Account activities for an assigned portfolio of customer accounts, including manufacturers, hospitals, and healthcare partners. The role supports the Director of Customer Service by managing and coordinating manufacturer programs, building strong client relationships, supporting business reviews and performance reporting, resolving customer 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 programs and activities for an assigned portfolio of customer accounts.
• Support the onboarding of new manufacturers and products and help ensure customers receive a consistently high level of service.
• Act as backup support when the Director of Customer Service is unavailable, as required.
• Coordinate with the client's 3PL logistics provider, manufacturers, members, hospitals, and other stakeholders to support smooth business operations.
• Schedule annual business reviews and recurring client meetings and compile presentation data and performance information for manufacturer and customer reviews.
• Provide customer service support, ensuring inquiries and concerns receive timely follow-up, analysis, and resolution.
• Provide key performance data and reports to manufacturers on a regular basis.
• Provide allocation support to members and support product updates, backorder management, product alerts, and special-order requirements.
• Serve as a primary Client Relationship and Support contact for assigned customers, providing responsive, professional, and solution-oriented service.
• Communicate clearly regarding account status, issue management, resolution details, and timelines.
• Build and maintain positive customer relationships through proactive communication and timely issue resolution.
• Provide bilingual English/French customer support, as required.
• Investigate and resolve manufacturer issues while collaborating with Customer Service, Financial Services, Operations, and other internal and external stakeholders.
• Attend manufacturer and hospital meetings as a Client Relationship subject matter expert and support relationship-management initiatives.
• Maintain accurate customer account records, files, issue-management documentation, and ERP data.
• Provide timely updates on customer and industry trends to support reporting and departmental decision-making.
• Adhere to established service levels, internal controls, policies, and standardized processes while identifying opportunities for automation and continuous improvement.

Qualifications

Requirements

• Post-secondary education in Business Administration, Marketing, Communications, Healthcare Administration, Supply Chain, or a related field is preferred.
• 2-3+ years of experience in customer service, client services, account management, customer success, sales support, or relationship management is preferred.
• Experience managing or supporting a portfolio of B2B customer accounts and building strong long-term client relationships is strongly preferred.
• Experience coordinating client meetings, business reviews, presentations, performance reporting, and issue resolution would be considered an asset.
• Experience supporting manufacturers, hospitals, pharmacies, healthcare partners, distributors, or other complex customer environments would be an asset.
• Strong proficiency with ERP systems, Microsoft Office, Excel, PowerPoint, and customer/account management tools.
• Excellent written and verbal communication skills with the confidence to communicate professionally with clients and internal stakeholders.
• Strong relationship-building, customer service, problem-solving, and organizational skills.
• Excellent attention to detail with the ability to prepare accurate reports, presentation data, customer records, and follow-up documentation.
• Ability to manage multiple priorities, work independently, and coordinate activities across internal and external stakeholders.
• Experience in pharmaceutical, healthcare, hospital, distribution, supply chain, or another service-focused industry would be considered an asset.
• Bilingual English/French language skills are essential for this role.