Job Description
We are seeking a highly motivated and customer-focused
Customer Service III
professional to join our team at our Markham office. This role plays a critical part in delivering high-quality, professional service to customers and Sales Representatives while supporting order management, account maintenance, and customer relationship development.
Our client is a global organization within the medical aesthetics and pharmaceutical space, committed to delivering innovative solutions and exceptional customer experiences. This position supports the Allergan Aesthetics – International Aesthetics – WEC Head Office and operates within a fast-paced, highly collaborative environment.
The successful candidate will thrive in a hybrid work setting, manage high volumes of calls and emails, and demonstrate strong ownership of customer issues from resolution through follow-up. Strong communication skills, technical aptitude, and a service-oriented mindset are essential for success in this role.
Responsibilities:
- Professionally handle incoming phone and email inquiries from customers and Sales Representatives, ensuring timely and accurate resolution
- Maintain a positive, empathetic, and professional approach in all customer and internal interactions
- Manage account and order activities, including account verification, order processing, tracking, issue management, and first-call resolution whenever possible
- Monitor and manage shared email inboxes to ensure all orders and service requests are actioned promptly
- Provide onboarding and ongoing support to new customers and users of the online ordering portal
- Complete proactive follow-up calls and emails to customers and Sales Representatives as required
- Receive, document, and resolve customer, sales, and patient interactions or complaints, escalating to appropriate departments when necessary
- Monitor daily sales orders and transactions to ensure completeness and accuracy
- Proactively identify opportunities to upsell or cross-sell products and services during customer interactions
- Identify process improvement opportunities and present recommendations to leadership
- Build and maintain strong cross-functional relationships to ensure timely task completion
- Adhere to customer service standards, call quality requirements, policies, and procedures
- Actively contribute to the Company's Ways We Work culture
- Perform additional duties as required
Qualities/Skills:
- Strong customer-centric mindset with pride in delivering exceptional service
- Professional, clear, and effective verbal and written communication skills
- Detail-oriented with a strong focus on order accuracy
- Highly organized with the ability to prioritize in a high-volume environment
- Problem solver with sound judgment and critical thinking skills
- Demonstrates ownership, urgency, and accountability in resolving issues
- Emotionally intelligent, composed under pressure, and adaptable
- Collaborative team player who thrives in a high-engagement environment
- Open to feedback, coaching, and continuous improvement
- Technically savvy and comfortable navigating multiple systems simultaneously
Requirements:
- College Diploma, University Degree, or related post-secondary education
- Experience in a customer service, contact centre, or professional services environment
- Proven experience handling high volumes of calls and emails
- Knowledge and experience with SAP (ECC, Order-to-Cash) or comparable order management systems
- Strong technical aptitude with experience using multiple browsers and tools (e.g., Outlook, Google-based systems)
- Experience in the pharmaceutical or medical aesthetics industry is a strong asset
- Demonstrated ability to work effectively in a collaborative, team-oriented environment
What We Offer
Why apply through Brunel? Finding the next step in your career can be a full-time job. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with onboarding. We'll get you going while you get on with the job.
About Us
Brunel has a reputation for working with some of the best in the business. That's what we continually strive for. Over 45 years, we've created a global network of interesting clients and talented individuals working together through a vast array of services.