Role Description The Customer Service Specialist is responsible for providing an authentic, world class “White Glove” customer experience to our client’s customers through a variety of channels via phone, email, text (SMS), and chat with the phone as the primary focus and channel. The role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources. Program types include, but are not limited to, support of Hospital Inpatient Free Trial Programs. The Free Trial Program provides an online web service channel for pharmacists to enroll, order and receive Program Product as per the client business rules. Customer Service Specialist receives or makes calls to pharmacists (RPh) needing assistance with registration, log on, validation information and ordering free trial units, for both desktop and mobile platforms. Key Responsibilities: - Respond to customer inquiries and requests through phone communication (calls, chat, SMS) and email. - Represent a diverse range of programs and brands with expertise, positivity, and a can-do attitude by addressing questions about orders, accounts, products, services, and website navigation assistance. - Encourage customers to use online tools and create a positive user experience by removing barriers to usage by proactively reaching out to customers along their customer journey. - Identify customer needs, ask effective questions, guide conversation, and investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution. - Determine when an issue must be escalated and to whom it should be escalated. - Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary. - Accurately and completely record information within CRM and update systems appropriately. - Share feedback about customer request trends and overall suggestions for improvement with supervisor. - Handle potentially negative situations with customers with tact and diplomacy. De-escalate concerns proactively. - Be flexible, organized and able to comply with constantly changing business rules, processes, and system enhancements. - Meet and exceed service level goals. - Understand and utilize Telephony and CRM systems for maximizing efficiencies. The above duties are meant to be representative of the position and not all-inclusive. Qualifications - High school diploma. - Bachelor’s or Associate’s degree strongly preferred. Equivalent certificate training or experience may be considered. - Approximately three to five years’ experience in customer-facing roles; however, less experience may be considered with demonstrated related software platform knowledge and experience. - Pharmaceutical business or call center/service environment (inbound and outbound calls) is strongly preferred. - Must have demonstrated success in interacting and collaborating with internal and external customers. - Demonstrated knowledge of and aptitude to work within multiple software platforms simultaneously. Requirements - Technically savvy with the ability to pick up new technology, processes, and procedures quickly. - Exceptional customer service skills both inbound and outbound calls. - Exceptional interpersonal and communication skills (verbal and written). - Ability to use sound judgment, remain flexible, maintain professionalism and re-establish priorities in a deadline-driven environment. - Proficiency in Microsoft Outlook, Excel, Word, and Teams. - Ability to troubleshoot, problem-solve and formulate recommendations for solutions. - Time management skills with aptitude to multitask across various clients, projects, and internal departments with changing priorities. - Ability to work in a team environment and independently with all levels of the organization. Physical Demands - Location of job activities 100% inside. - Extensive manual dexterity (keyboarding, mouse, phone). - Vision abilities include close vision, distance vision, and ability to adjust focus. - Noise and/or vibrations exposure. - Frequently reach (overhead), handle, and feel with hands and arms. - Sit for prolonged periods of time. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• responds to complex customer inquiries regarding products • provides quotes • handles order entry • places customer orders via telephone, fax, email, electronic methods, or walk in • influences gross profit through negotiating sale and purchase prices • adjusts non-contract customer pricing based on competition • builds customer relationships to drive repeat business • orders items to ensure appropriate inventory levels • may place orders without approval for certain amounts • expedites backorders • may pull inventory and prepare orders for shipment • sources products in branch or distribution center inventory • determines cost-effective shipping methods • may handle customer returns • provides coaching and guidance to less experienced representatives

Role Description Nous recherchons un Spécialiste Support Logiciel capable d'accompagner des utilisateurs dans l'utilisation, la compréhension et la résolution de problématiques liées à des outils numériques et applications professionnelles. Ce poste, principalement en télétravail, s'adresse à des personnes structurées, patientes et passionnées par l'assistance utilisateur. Votre rôle consistera à : - Analyser des incidents - Guider les utilisateurs à travers des étapes de diagnostic - Expliquer clairement des fonctions ou paramètres logiciels - Assurer un suivi rigoureux des cas dans les systèmes internes - Participer à la création d'une expérience utilisateur cohérente - Collaborer avec des équipes techniques avancées lorsque nécessaire Vous serez responsable de maintenir des niveaux élevés de satisfaction en adoptant une communication claire, calme et empathique. Votre capacité à vulgariser des concepts techniques sera essentielle. Grâce à une formation complète, vous apprendrez les outils internes, les standards de qualité, les méthodes de diagnostic et les bonnes pratiques de résolution. Qualifications - Maîtrise du français et de l'anglais - Aisance avec les outils logiciels - Compétences analytiques - Écoute active - Organisation - Volonté d'apprendre Requirements - Strong communication skills - Fluency in French and English - Familiarity with digital tools - Detail-oriented mindset - Eagerness to learn Benefits - Private health insurance from day one - Paid training and continuous coaching - Career development and internal mobility opportunities - Discounts on gyms, restaurants, shops, and services - Multicultural work environment with international exposure - Wellness activities and engagement Company Description - A full relocation package is available for candidates moving from abroad, offering: - Administrative assistance - Settlement support - Guidance with local processes to ensure a smooth transition - Free flight ticket - Airport pickup upon arrival - Accommodation - Help with documentation (AFM, AMKA, bank account) - Additional relocation guidance when needed

• Contact customers by email and phone. • Create jobs in the system for pickups and domestic movements. • Provide support for quotes. • Verify restrictions on product acceptance for transport. • Verify and provide documents required for domestic transport and upload any necessary scanned documents into World Courier systems. • Monitor the system and receive information from drivers or agents about pickup and delivery times to update the system; provide any feedback or information required for a shipment movement. • Contact customers to schedule pickups and deliveries. • Enter all information, charges, and details into the system and HWB for the invoicing process. • Coordinate tracking with operations departments. • Monitor the system for any communications that require feedback or action. • Verify the best route/option before sending a shipment to its destination. • Follow World Courier procedures, work instructions, and processes. • Provide customers with temperature readings in accordance with the relevant procedure. • Respond to questions from the Finance department regarding invoicing processes.