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Customer Service Administrator

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Location: St Laurent, Canada
Position Type: Unfixed Term
Job Function: Customer Service


Primary Purpose and Overall Objective of the Job: 
The primary purpose of the customer service administrator is to coordinate various administrative and technical customer service related activities ensuring regulatory and corporate compliance by collaborating with the customer service department, QA/RA, marketing, supply chain and others as needed. This entails follow-up and completion of various operational activities that are key to the business needs and operations as well as achieving customer satisfaction.  


Main Accountabilities:

  • Coordinate Field Actions, manage Customer Service Notifications (CSN), and ensure timely implementation as per applicable regulatory and corporate requirements
  • Support the daily administrative management of various service activities, for example and not limited to : technical credit requests, loaners logistic process, parts management
  • Handle tasks per established global and local guidelines to ensure compliance to ISO procedures and Health Canada regulations
  • Document in a timely and accurate manner all customer interactions in ERP system (Salesforce CRM) and generate required reports
  • Develop basic knowledge in application of bioMérieux products to accurately assess the Customer Service Notification (CSN) and efficiently apply the required follow-up actions 
  • Support and collaborate with the Customer Service team in order to optimize daily activities and support customer requests with an appropriate sense of urgency
  • Provide consistent follow up to ensure customer satisfaction and support service KPIs
  • Provide peer support to ensure harmonization and the efficiency of internal processes in a fast paced and multi-disciplinary environment


Typical Studies-Experience, Skills and Qualifications:

  • Studies-Experience:
    • MLT or medical science field (ex: Microbiology, Molecular Biology)
    • Relevant experience in a quality and regulatory affairs environment or in a microbiology laboratory, clinic or industry would be an asset. 
    • Knowledge and/or experience in the medical device industry          
  • Skills and Qualifications:
    • Excellent written and communication skills in French and English
    • Customer oriented and ability to work in a multi-disciplinary team
    • Organized, meticulous and autonomous with a sense of priority and urgency
    • Advanced computer knowledge (Microsoft Office)
    • Knowledge of an ERP system (SAP and/or Salesforce CRM is preferred)
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