Customer Service Associate jobs in Edmonton, AB

ABOUT US

Imperial Distributors Canada Inc. (IDCI) is at the forefront of enabling healthcare delivery for pharmacies across Western Canada. At Imperial Distributors, you're not just joining a team; you're becoming part of a community that values innovation, integrity, and, most importantly, the impact we have on people's lives. Our culture thrives on empowerment and respect, encouraging every member to contribute, innovate, grow, and make meaningful differences.

Our vibrant team is reshaping healthcare distribution with passion, commitment to excellence, and personalized customer service. We're making a difference, day by day, in the lives of patients. Let's build a healthier future for our communities, together.

Position Purpose: The primary role of the Customer Service Representative is to provide outstanding service acting as a primary point of contact for customers regarding orders and products. CSR’s will provide callers with thorough service that builds relationships, resolves issues and increases overall satisfaction in the client’s needs. The CSR’s will liaise between customers and cross-functional internal teams to ensure a timely and successful delivery of products.

Primary Responsibilities:

• Answer and respond to customer calls and emails in a polite and professional manner
• Screen orders for discrepancies while communicating them to customers prior to processing the orders
• Process orders accurately and in a timely manner
• Receive and resolve customer complaints in a timely and satisfactory manner
• Conduct outbound calls as required to communicate promotions or follow-ups
• Recognize and promptly escalate critical issues to a supervisor
• Perform functions as stipulated on procedures and support other job functions as required
• Take the extra mile to engage customers
• Extensive use of Microsoft Outlook and web related functions
• Maintain mailboxes and respond to all inquiries, including inquiries about products, staff changes, and more.

Education, Skills and Experience

• Minimum 1 year of related customer service experience OR equivalent combination of education, training and experience, preferably within the pharmaceutical industry
• Experience with Microsoft Office applications (Microsoft Business Central would be an strong asset)
• Excellent phone etiquette and ability to actively listen.
• Strong interpersonal, customer relations and problem-solving skills and the proven ability to effectively multi-task, prioritize, and manage time.
• A high degree of accuracy and attention to detail
• Ability to follow a process and recommend processes that will improve the customer experience

Job Types: Full-time, Temporary

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• Edmonton, AB T5V 1J9: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person