Customer Service Representative

Position Summary

Position Summary

Catalent is a global, high-growth, public company, and a leading partner for the pharmaceutical industry in the development and manufacturing of new treatments for patients worldwide. Your talents, ideas, and passion are essential to our mission: to help people live better, healthier lives. Catalent is committed to a Patient First culture through excellence in quality and compliance, and to the safety of every patient, consumer and Catalent employee.

Reporting to the Customer Service & Demand Manager, the Customer Service Representative is responsible for managing individual customer accounts, ensuring high customer service results that promote customer retention and growth.  This position represents the company as the primary point of contact with our customers and provides an integral internal link supporting Business Development activities.

This position is located in Windsor, Ontario, one of two sites located in Canada offering softgel development and manufacturing capabilities for the Pharmaceutical and Consumer Health industries. We have a broad range of integrated formulation, manufacturing, analytical and packaging services to offer full-service turnkey solutions.

Shifts: Regular working hours: 8:00 AM-4:30 PM or 8:30 AM-5:00 PM with a 30-minute unpaid lunch

The Role

• Develop and maintain relationships within assigned accounts.

• Work with the Supply Chain team to acquire and process order confirmations.

• Identify and help resolve risks associated with the delivery and/or provision of customer contracts; manage client expectations throughout the contract.

• Communicate notice of delay / issue / reschedule to the customer.

• Process customer inquiries and/or complaints.

• Promote and maintain the organization’s brand image and identity within the marketplace.

• Update and maintain working forecast including monthly consumption calls.

• Must be able to work extended hours, weekends as needed, especially when problems occur or when deadlines must be met and perform other duties as required.

The Candidate

• Minimum College Diploma is required.

• Bachelor’s degree in business administration (Marketing) is preferred. 

• Minimum 3+ years of customer service and/or account management experience is required.

• Experience working in a pharmaceutical, manufacturing and/or GMP facility is an asset.

• Knowledge of retail and/or wholesale sales principles, methods, practices, and techniques.

• Excellent negotiation and diplomacy skills, with a high degree of tact and persuasiveness.

• Able to build and maintain lasting relationships with corporate departments, key business partners, other stakeholders.

• Skilled at assessing client needs, developing proposals, and delivering solutions.

• Driver’s license.

• While performing the responsibilities of the job, the employee is required to talk and hear.

• The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard.

• Use of manual dexterity is required.

• The employee is occasionally required to stand, walk, reach with arms and hands, bend, or twist, and to stoop, kneel, crouch or crawl.

• Vision abilities required by this job include close vision.

Why You Should Join Catalent

• Comprehensive Benefit Package (Health, Dental, Vision, & Life Insurance)

• Group Retirement Savings –Registered Pension Plan (RPP) with employer contributions.

• Paid Time Off Programs including vacation, banked time & personal time.

• Employee Reward & Recognition programs.

• Opportunities for professional and personal development & growth including tuition reimbursement.

Catalent offers rewarding opportunities to further your career!  Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference. 

Catalent is committed to the health and safety of its employees, visitors and the customers and patients we serve. As a result of the global pandemic, we have modified many of our recruitment and on-boarding processes to maintain everyone’s safety. The Human Resources teams will communicate all necessary safety processes and procedures throughout each stage.

personal initiative. dynamic pace. meaningful work.

Visit Catalent Careers to explore career opportunities.

Catalent is an Equal Opportunity Employer and does not discriminate based on any characteristic protected by local law.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

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