Customer Service

We are seeking a highly motivated and customer-focused Customer Service III professional to join our team at our Markham office. This role plays a critical part in delivering high-quality, professional service to customers and Sales Representatives while supporting order management, account maintenance, and customer relationship development.

Our client is a global organization within the medical aesthetics and pharmaceutical space, committed to delivering innovative solutions and exceptional customer experiences. This position supports the Allergan Aesthetics – International Aesthetics – WEC Head Office and operates within a fast-paced, highly collaborative environment.

The successful candidate will thrive in a hybrid work setting, manage high volumes of calls and emails, and demonstrate strong ownership of customer issues from resolution through follow-up. Strong communication skills, technical aptitude, and a service-oriented mindset are essential for success in this role.

Responsibilities:

• Professionally handle incoming phone and email inquiries from customers and Sales Representatives, ensuring timely and accurate resolution
• Maintain a positive, empathetic, and professional approach in all customer and internal interactions
• Manage account and order activities, including account verification, order processing, tracking, issue management, and first-call resolution whenever possible
• Monitor and manage shared email inboxes to ensure all orders and service requests are actioned promptly
• Provide onboarding and ongoing support to new customers and users of the online ordering portal
• Complete proactive follow-up calls and emails to customers and Sales Representatives as required
• Receive, document, and resolve customer, sales, and patient interactions or complaints, escalating to appropriate departments when necessary
• Monitor daily sales orders and transactions to ensure completeness and accuracy
• Proactively identify opportunities to upsell or cross-sell products and services during customer interactions
• Identify process improvement opportunities and present recommendations to leadership
• Build and maintain strong cross-functional relationships to ensure timely task completion
• Adhere to customer service standards, call quality requirements, policies, and procedures
• Actively contribute to the Company’s Ways We Work culture
• Perform additional duties as required

Qualities/Skills:

• Strong customer-centric mindset with pride in delivering exceptional service
• Professional, clear, and effective verbal and written communication skills
• Detail-oriented with a strong focus on order accuracy
• Highly organized with the ability to prioritize in a high-volume environment
• Problem solver with sound judgment and critical thinking skills
• Demonstrates ownership, urgency, and accountability in resolving issues
• Emotionally intelligent, composed under pressure, and adaptable
• Collaborative team player who thrives in a high-engagement environment
• Open to feedback, coaching, and continuous improvement
• Technically savvy and comfortable navigating multiple systems simultaneously

Requirements:

• College Diploma, University Degree, or related post-secondary education
• Experience in a customer service, contact centre, or professional services environment
• Proven experience handling high volumes of calls and emails
• Knowledge and experience with SAP (ECC, Order-to-Cash) or comparable order management systems
• Strong technical aptitude with experience using multiple browsers and tools (e.g., Outlook, Google-based systems)
• Experience in the pharmaceutical or medical aesthetics industry is a strong asset
• Demonstrated ability to work effectively in a collaborative, team-oriented environment

What We Offer

Why apply through Brunel? Finding the next step in your career can be a full-time job. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with onboarding. We’ll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.