Customer Service & Operations Supervisor

Calea Ltd. - Calgary, AB (30+ days ago)

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Responsible for the work of customer service representatives and warehouse staff. The incumbent will ensure co-ordination of customer (patients, homecare staff, nurses, etc) requirements with pharmacy, warehouse, shipping, finance and sales. Actively supports effective communication between purchasing, sales and other internal staff.


  • Provides guidance and direction to the department employees to ensure they are properly trained and further ensures the most efficient and effective use of resources
  • Leads and coaches department employees to meet the company’s expectations for productivity and quality
  • Assists in the development and implementation of standard operating procedures for the customer service and warehouse function.
  • Supports communication among all departments and conducts regular staff meetings with the department to ensure common understanding of company goals.
  • Through liaison with the pharmacy, warehouse and shipping departments, the supervisor ensures optimal customers service levels and effective use of company resources.
  • Contributes resources and ideas toward the improvement of the computer programs used by customer service and warehouse staff.
  • Performs all work in an SAP Environment
  • Oversees audit control function and completes all applicable documentation for the maintenance of the inventory.
  • Prepares customer credits and rebills within a timely manner and submits to Finance for follow-up.
  • Maintains relations with external suppliers and couriers and ensures that quality agreements and licenses are kept current.
  • Prepares monthly reports for distribution to appropriate Managers/Directors and customer groups.
  • Attends meetings when requested with key customer contacts and client groups both inside and outside of the organization. Provides support to business development to secure key customer relations.
  • Oversees and provides support to the Warehouse Receiver for inventory control and other issues and assists when needed.
Skills and Qualifications

  • Community College graduate in a related field or equivalent experience
  • At least five years’ experience in a customer service environment/staff management .
  • Experience in the pharmaceutical or healthcare industry would be considered a strong asset
  • Demonstrated knowledge of Microsoft Office
  • Knowledge of warehouse receiving procedures and experience in inventory management in SAP would be considered an asset
  • Good interpersonal skills, demonstrated organizational ability and leadership capabilities
  • Excellent communication skills (written and verbal)
  • Excellent customer service skills and the ability to collaborate with all levels both inside and outside the organization
  • Self-motivated and able to work with minimal supervision
  • Strong attention to detail with the ability to multi-task and handle fluctuating workloads
  • Excellent continuous improvement skills
  • Proven ability to adhere to standards & procedures and maintain confidentiality