bilingual customer service operations manager.

🔎 Position details:

Salary: $36 - $42/hr
Contract: 12 months
This is the ideal opportunity for those looking to develop their skills in a dynamic legal environment.

Advantages
Salary: $36 - $42/hr
Contract: 12 months


Seize this opportunity to hone your skills in a dynamic legal environment!

Responsibilities
 Serve as the primary point of contact for product requests in coordination with internal stakeholders for timely responses.
 Manage the end-to-end process of product requests by ensuring timely delivery and resolving potential issues.
 Minimize delivery time while maintaining reliability through efficient coordination and proactive planning.
 Provide patient services such as travel assistance to patients and their caregivers, as applicable.
 Support and contribute to process improvement projects (streamlining processes, improving accuracy, and enhancing efficiency).
 Conduct Cell Therapy platform training sessions for hospital centers, making sure that they have the necessary knowledge and skills to effectively utilize the platform.
 Manage external user access in the Cell Therapy platform, ensuring data security and compliance.
 Enhance team skills and operational excellence by promoting a culture of continuous learning and improvement.
 Ensure subject matter expertise to maintain a high level of knowledge and expertise in their subject area, providing informed guidance and support to stakeholders.
 Collaborate with cross-functional teams, stakeholders, and management to leverage their expertise and contribute to decision-making processes.
 Resolve customer queries by focusing on efficient and effective communication to enhance the overall customer experience.
 Support in development and implementation of innovative solutions to enhance the overall customer experience, identifying areas for improvement, and seeking ways to exceed customer expectations.
Key Performance Indicators
 Efficiently and compliantly execute the relevant order management and customer service programs.
 Build trust and confidence with internal and external stakeholders.
 Support key customer initiatives to address gaps in CGT patient management, including patient and provider referral, patient support programs.
 Utilize platforms, programs, tools, and communication materials to effectively address the needs of HCPs, patients and caregivers.
 Identify key drivers of a successful Service Center and actively participate in its development. Continuously improve the time needed to resolve customer queries and meet their needs.
 Program and services evaluated through internal and external customer satisfaction
 Ensure compliance with all laws, regulations and policies that govern the conduct of customer service programs
or activities
 Ability to adjust work shifts to ensure 8 AM to 6 PM EST has support coverage.
 This position may require holiday coverage for customers/patients as well as occasional weekends as required
Ideal Background

Qualifications
Education:
 Bachelor’s degree minimum – operational or business degree preferred
Languages:
 English & French fluency required
Experience:
Minimum of 3 years in customer support (service) or patient facing experience is preferred
 Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs is a plus
 Strong track record of successful team collaboration and delivery of results
 Supply Chain / Logistics experience is a major plus
Skills:
 Excellent communication skills (verbal, written) with natural ability to establish relationships and address
customer issues. Ability to clearly articulate and easily convey a customer service sentiment
 High level of emotional intelligence to manage complex and difficult stakeholder situations
 Able to operate in ambiguity and easily adapt to change.
 Proactive problem-solving skills and new solutions mindset
 Collaborative mindset to manage local and regional cross-functional interactions, both internal and external.
 Able to think strategically to anticipate and plan for critical needs to support centers , taking strategic decisions while staying focused and articulated
 Proficient at uncovering customer based insights/needs and leveraging this knowledge to drive satisfaction and continued process improvements
 Ability to work well across a matrix organization with strong collaboration skills to internal and external stakeholders
 Operational efficiency
 Data and technology skills
o Technical aptitude, ability to quickly learn and adapt to new systems and technologies.
o Proficiency in the Microsoft Office Suite: Excel, Outlook, PowerPoint needed
o Experience with Salesforce and SAP or similar CRM, ERP systems needed
o Proficiency in the Microsoft Power Suite: PowerQuery, PowerBI, PowerApps, and PowerAutomate is a plus
o Experience in data management and visualization for operational reporting is a plus
o Demonstrated ability to implement automation solutions and process improvements

Summary
📧 Interested? Please apply online.
Only selected candidates will be contacted.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.