Carrières

As the Customer Service Representative, you will be accountable for providing frontline customer service to health care facilities, correctional institutions, long term care homes, public health units and broader public sector clients and physicians ordering vaccines,

pharmaceutical and medical supplies in support of provincial government programs.

Other key responsibilities include:

• Reviewing all orders and entering them into the inventory and order management system to ensure correct products are ordered, accounting for customer eligibility and monitoring quantities within established unit guidelines and procedures. 
• Contacting clients to clarify information, advise of appropriate vaccines and supply quantities.
• Processing special and emergency orders (e.g.  Hepatitis B vaccination programs, meningitis outbreaks, rabies control, changes in product availability, supplier stock outs) including completing client requisitions, assessing urgency of request, and determining optimum methods to fill order.
• Liaising with staff of the Warehouse, technical and business support staff to follow up on queries regarding status of orders, invoicing of products and contacting clients to ensure complaints and concerns are resolved.
• Receiving and documenting changes to client profile information in the system and ensuring accuracy.
• Providing statistical and operational information to the Manager in support of ongoing customer service standards and unit activities including trends in queries, complaints and concerns, numbers and types of orders and inquiries, recommended changes to unit processes and procedures to facilitate unit’s effectiveness. 

Successful candidates will demonstrate the following:

• Ability to use word processing and spreadsheet software to prepare summary reports and to prepare written responses to queries.
• Math skills to perform unit or issue conversions and calculations of activities for unit reporting purposes.
• Attention to detail skills to screen and monitor orders to determine if information and documentation is complete and meets eligibility requirements.
• Research and problem-solving skills to research and respond to customer queries, complaints and concerns regarding product delivery, invoicing, returned goods, incorrect orders.
• Ability to identify and recommend changes to unit operational procedures and processes to improve customer service and quality standards.
• Ability to determine the most efficient way of acquiring items based on clients needs.
• Strong communication and interpersonal skills to provide front line customer service to clients.
• Strong oral communication skills to explain operational policy and procedures regarding unit’s products and processes including eligibility criteria, programs, and mandate.
• Strong written communication skills to document client complaints and queries for follow up and reporting purposes.

Knowledge of:

• Pharmaceutical and Medical Supply customer service 
• Eligibility requirements of relevant ministry programs (e.g. Universal Influenza Immunization Program, Hepatitis B Vaccine Program, Approved Non-Prescription Drugs) 
• Inventory and order management system to input order, retrieve information regarding products and pricing, order status and invoices.

Supply Ontario offers a competitive compensation package including benefits and defined benefit pension plan.

The selected candidate will be required to reside and work in Ontario and be legally eligible to work in Canada.

Candidates are required to provide references for verification, and to complete a criminal background check. Details will be provided through the application process.

This job offers the opportunity to work from home as part of a hybrid work arrangement; at the time of posting, this position would require in-office presence 3 days per week, based on current operational requirements.

HOW TO APPLY

To apply, please click on the following link: APPLY NOW by June 17, 2025. 

We thank all applicants for their interest, however, only those selected for further consideration will be contacted. 

Supply Ontario endeavors to promote the principles of diversity and inclusion in all of our policies, practices, and the way we do business while ensuring compliance to the Canadian Human Rights Act and the Ontario Human Rights Code.

We are committed to building a team that reflects the communities we serve, and to promoting a diverse, inclusive, accessible, respectful, and equitable workplace.

We invite applications from all interested and qualified individuals, from all backgrounds, and walks of life. Your experiences are valuable, and we’re excited to learn how you might be able to lend your skills to further Supply Ontario’s mission and achieving its vision.

At Supply Ontario, we recognize and value the exceptional skills, dedication, and diverse perspectives that veterans bring to the workforce. We strongly encourage veterans to apply to join our team.

We are committed to providing employment practices and accommodation that are in compliance with the Accessibility for Ontarians with Disabilities Act and the Human Rights Code. If you require accommodation at any stage of the recruitment process including in relation to the materials and processes to be used, please notify Human Resources at Talent Acquisition (CSCO) [email protected].

If you request accommodation, Human Resources will consult with you to provide or arrange for suitable accommodation in a manner that takes into account your accommodation needs.