Job Description
Company Description:
Xediton is a specialty pharmaceutical company with a focus on meeting the needs of patients, physicians, and partners. We are located in Oakville, Ontario.
Customer Service Supervisor
Job Description & Key responsibilities:
The Customer Service Supervisor oversees daily customer order and service operations within a pharmaceutical distribution environment, ensuring accurate order processing, timely fulfillment, and exceptional client support. This role maintains compliance with regulatory, contractual, and internal control requirements while leading a team responsible for order entry, customer communications, and issue resolution. The Supervisor collaborates closely with warehouse, logistics, finance, and sales teams to ensure seamless order-to-delivery execution and operational efficiency.
Specific responsibilities include:
- Supervise the team of customer service and order processing staff
- Monitor workload distribution, productivity, and accuracy of order entry and customer communications
- Conduct training, onboarding, and performance reviews
- Ensure team adherence to SOPs, service standards, and internal controls
- Oversee order processing in ERP systems (e.g., SAP Business One, Sage) ensuring accuracy of invoices, quantities, pricing, and lot numbers
- Resolve escalated customer inquiries related to orders, shipments, backorders, shortages, or billing discrepancies
- Ensure timely processing of urgent and priority orders (e.g., hospital, distributor, or time-sensitive shipments)
- Track and manage order status from entry through fulfillment and delivery
- Liaise with warehouses, 3PL providers, and logistics partners to ensure order accuracy and timely dispatch
- Coordinate with Finance for invoicing, credit holds, account discrepancies, and reconciliations
- Work with customer service team to resolve customer concerns and improve service delivery
- Escalate supply, inventory, or fulfillment risks proactively
- Ensure documentation accuracy for shipments, invoices, lot tracking, and regulatory requirements
- Maintain audit-ready records of transactions and customer communications
- Monitor service KPIs such as order accuracy, turnaround time, and customer satisfaction
- Prepare reports on order trends, error rates, and service performance
- Identify workflow inefficiencies and implement process improvements
Skills & Qualification
The successful candidate is a highly motivated, enthusiastic and dynamic team player who is resourceful and dedicated and has competencies in adapting to changing environments.
Competencies:
- Bachelor's degree or equivalent experience
- Minimum 6 years of experience in customer service, order management, or operations, with at least 2 years in a supervisory or team-lead capacity preferred
- Experience working with ERP systems (SAP Business One, Sage, or similar)
- Strong understanding of order-to-cash processes, inventory coordination, and lot tracking within a regulated environment
- Experience coordinating with 3PL warehouses or distribution partners
- Intermediate Excel and reporting skills; strong overall computer proficiency
- Strong leadership presence with a high level of accountability and a hands-on approach
- Excellent communication skills (written and verbal) with well-developed interpersonal abilities
- Superior organizational skills with the ability to prioritize competing tasks, manage multiple deadlines, and work effectively under pressure
- Highly developed analytical and problem-solving skills, including escalation management
- Exceptional attention to detail and commitment to accuracy
- Proactive mindset with a sense of urgency and interest in contributing to operational improvements and business growth.
If this opportunity is of interest to you and are looking to working in a small company with growth opportunities, we would like to speak with you
.
To apply, please
email your application and resume
through our website
While we appreciate the interest of all applicants, only candidates selected for an interview will be contacted