Customer Support Associate

About Jones Healthcare Group

Jones Healthcare Group is a world-class provider of advanced packaging and medication dispensing solutions. With roots firmly established in healthcare, Jones has been a long-time, trusted partner for some of the most recognized global pharmaceutical brands and the largest pharmacy groups, independent pharmacies, hospitals and long-term care facilities across the world.

Imagine working at Jones, where we embrace our commitment to the environment, team members, communities, and consumers – and we’re inspired to package the future of healthcare.

Learn more about our story here: www.joneshealthcaregroup.com.

What our colleagues are saying:

“I love the people, the positive organizational culture, my team and the genuine spirit of cooperation and shared goals. I’m very optimistic about my professional growth and development and the value that I hope to bring to the company.”

What we offer:

• A safe, respectful, and inclusive environment
• Competitive compensation and equitable people practices
• Comprehensive benefits and an RRSP program where we match up to 5% of your earnings
• Opportunities to grow and develop, alongside a supportive team
• Employee and family assistance program
• Referral bonuses
• Education reimbursement program
• Colleague appreciation events
• and more!

Summary of position:

If you love building and maintaining relationships with internal and external stakeholders, then this position will be of interest to you.

If you get excited about providing service and solutions that exceed customer expectations, then this position is a perfect fit for you.

If you are natural multi-tasker with strong organizational skills, with the ability to adapt to changes in a fast-paced environment, then you’ll want to consider this opportunity.

As a key member of the Pharmacy & Medication Adherence team, the Customer Support Associate is the communication link between the customer, the sales team and various internal groups. The main objective of this position is to ensure on-time delivery of product while providing exceptional customer service to enhance customer satisfaction. This involves managing orders for a wide range of pharmacy consumable and working closely with customers with respect to delivery information, price quotes, printing requirements and artwork proofs and handling the investigation of product complaints. Performance is based on customer satisfaction, product knowledge, effective communication, ability to multi-task, accuracy and meeting timelines.

Here are some of the different activities you’ll be asked to do:

• Accurate and timely order processing of stock pharmacy consumable products
• Using SAP, monitor the progress of orders, advise of any delays and provide tracking for stock and custom products
• Process Electronic Data Interchange (EDI) orders via SAP
• Supply emergency orders to customers where required
• Adopt, promote and assist customers with our Online Pharmacy Store
• Identify and share with customers any additional product/upselling opportunities
• Quote prices on new pharmacy consumable and custom artwork
• Assist customers, sales representatives and agents, fellow team members and other internal groups as required
• Attend and participate in integral sales and operations meetings primarily used to improve business development and customer satisfaction
• Verify debits/credits, returns, new artwork requests and Continuous Improvement Reports (CIR) prior to submission
• Send out materials/samples as requested by customer, sales representatives and agents weekly through outgoing mail/Purolator courier system

If you’ve got:

• Values that mirror ours, from the Inside Out: Inspire, Nimble, Supportive, Inclusive, Driven, Empathetic
• Minimum two years in a customer service environment required
• Post-secondary Diploma or Degree in Business an asset
• Proficiency in MS Outlook, Word and Excel and order management experience within SAP environment is an asset

We’d like to hear from you!

Please submit a resume and let us know why you are interested.

While we thank all candidates for their interest, only those selected for an interview will be contacted.

As part of our commitment to accessibility for all persons with disabilities, Jones Healthcare Group will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact the Jones Human Resources department at 1.800.265.9093 about your needs, and we will consult with you to ensure suitable accommodation is provided.

For all feedback on equity and accommodation needs, please also contact the Human Resources department.