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Customer Service Representative/ Sales Coordinator

Joveo CA

This is a Full-time position in Pointe-Claire, QC posted May 11, 2022.

About Capcium We are an innovative, fully licenced value-add service platform provider for customers in the Pharmaceutical, Over the Counter and Health & Wellness industries.

Capcium has developed a best-in-class team of softgel encapsulation professionals leveraging decades of manufacturing expertise, customer support experience and formulation customization knowledge from leading softgel manufacturers.

We are dedicated to delivering the best customer experience and providing quality products while keeping our core values at the heart of everything we do.

Why work at Capcium We are a continuously growing company offering a unique opportunity to learn and be apart of a dynamic team.

While ensuring high-quality service throughout every point in the journey, we strive for open and honest communication to create strong relationships between employees and customers.

We foster a collaborative environment to ensure a drive towards shared goals and success.

Our foundation is based on integrity and agility, ensuring trust amongst coworkers and quick responses to rapid changes in the internal and external environments.

Overview Capcium is seeking a Sales Coordinator/Customer Service Representative to assist in the new product introduction for new and existing customers and perform administrative duties to support and deliver excellent customer service as a key team member to the sales organization department.

Reporting to the Vice President of Sales US/Canada Nutra & Pharma, the Sales Coordinator/Customer Service Representative (SCCSR) will be responsible to assist and offer administrative support in all activities associated with new product opportunities leading up to purchase orders from new and or existing customers, working jointly with the project manager, sales team, and other supporting departments at Capcium for Nutritional and Cannabis product lines.

SCCSR will liaise with all internal departments to track orders and proactively follow the status of all activities supporting work leading up to purchase orders providing pre-post-sales support, service inbound inquiries by customers, follow up on open issues and seeking ways to add value while creating a remarkable experience for both internal & external customers.

Theideal candidate is detail-oriented, has strong leadership skills, is customer focused, has customer facing communication skills with aptitude and understanding to work in a cGMP facility.

A team player with positive attitude who is excellent at multitasking while maintain a high degree of accuracy, efficiency, and reliability.

Main Responsibilities Demonstrate specific product or industry expertise.

Assist to track individual project opportunities in the sales process, seek the required information in support of Pre-Po work, collaboration with the Project Manager & VP of Sales and supporting departments.

Facilitate communication within the internal Capcium team, ensures priorities and responsibilities are clearly understood by each team member for the upcoming orders in support of the sales budget.

Provides weekly reports to the team, setting the priorities for upcoming projects and associated activities needed to achieve the new product purchase orders.

Updates and maintains information in Monday.Com and Gannt charts and or other tracking tools.

Obtains information for new account creations, provides information to finance.

Works closely with planning to track and follow status of new and repeat orders, ensuring delivery dates are respected and that all internal stakeholders have visibility on the deadlines and sales revenue objectives.

Communicates status of orders to customers and prepares open order reports where necessary.

Identifies potential issues and makes suggestions for resolution(s) to the Project Manager & VP of sales to the customers satisfaction.

Provides visibility to the project manager and supporting departments the upcoming open projects and timelines leading up to purchase orders from customers on new products.

Maintains and updates customer information in Salesforce.Com.

Follows up with the customer on different activities including, and not limited to, documentation approvals, deliveries of their API or other raw materials, etc.

Respond to customers call inquiries, including those related to pricing, products billing (received by phone or email).

Assist the Project Manager & VP of Sales in the follow-up of the quotes, in accordance with the quotation process.

Develops and maintains a strong team spirit with all team members.

Ad Hoc requests as required.

Back up for this role is the Project Manager.

Qualifications Bachelor’s degree in science or a related field Minimum 2-3 years’ experience in a similar position.

Familiarity with Good Manufacturing Practices (cGMP) an asset.

Proficiency using MS Office applications; ERP Rootstock, MS project, Monday, and Salesforce an asset.

Able to manage several projects at different levels of priority with multiple deadlines Ability to work as part of multi-functional teams and ability to collaborate with various levels of management and employees Excellent interpersonal, organizational, prioritization, communication, leadership, and problem-solving skills, strong attention to detail.

Demonstrate ability to be resourceful and can work both autonomously and in a group setting.

Reliable and agile.

Customer focus oriented.

Excellent written and oral communication skills.

Functional bilingualism (English and French), both spoken and written are required