Bilingual Customer Service Specialist jobs at Teva in Canada, Toronto

What You’ll Do

• Manage assigned customer portfolios to ensure timely payment of open invoices, reduce past due balances, and minimize days outstanding
• Review and recommend actions on orders placed on credit hold
• Support direct customers with credit applications, credit card setup, and resolution of invoice and statement issues
• Assist retail customers in processing deductions via credit card applications
• Review and resolve deduction balances, including:
• Timely assessment of newly deducted claims
• Obtaining missing documentation
• Identifying deduction reasons
• Routing debits to relevant departments for validation
• Submit credit memo requests for validated and approved debits
• Match open deductions against credit memos or unapplied cash, reconcile variances, and initiate collection efforts for invalid deductions
• Maintain accurate updates in the claim management system
• Communicate regularly with internal teams (commercial and intercompany partners) and external contacts (customer AP/AR departments)

• Maintain AR records to ensure aging is current, credits and collections are applied, and uncollectible amounts are accounted for
• Review and identify newly created deduction claims, gather supporting documentation, and update the claim management system
• Direct debit memos to appropriate departments for validation and follow up on resolution status
• Reconcile invalid variances and initiate timely collection efforts, escalating disputes when necessary
• Perform account maintenance to identify credit-to-debit correlations and submit for offset
• Respond promptly to inquiries from customers, internal departments, and management
• Adhere to Teva’s Safety, Health, Environmental, and Code of Conduct policies

Excellent communication skills in English

High School Diploma

3+ years of AR and deduction resolution experience

Strong attention to detail

Proficiency in Excel

SAP experience

Completed college degree or higher

Prior experience in the pharmaceutical industry

Minimum one year of accounting experience

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

• Market/industry knowledge: new product launch/listings, generic penetration/erosion, government policy and customer knowledge (i.e., listing, regulations, formulary management assumptions and knowledge that can be translated into forecast assumptions and changes)
• Ensure that high quality forecasts are developed by leveraging market, customer and product knowledge in combination with Teva production plans to develop product plans and forecasts that best represent the Teva business and manage growth and new business.
• Chair and communicate in customer collaboration meetings recovery dates, back orders and product plans.
• Manages the forecasts, supply and service levels for all strategic and private label accounts.
• Prepare relevant material/analytical support to facilitate all relevant departments with product life cycle management, capacity planning, safety stock levels, obsolete analysis or inventory shortages.
• Prepare new product forecasts using input from IQVIA data, Marketing and Sales, Project Management (PMO), external contacts.
• Preparation (in conjunction with PMO/Supply) of new product market share scenario review or product obsolescence review at monthly NPIM meetings.
• Work with Market Access, Marketing and Customer Care to ensure proper set-up of all New Product launches.
• Analyze and make changes to the reserve quantities with the objective of preventing stock outs for strategic accounts while minimizing and managing the back orders for all other accounts.
• Develop allocation plans when inventory does not cover the total demand to optimize profit and service as well as protect long term business.
• Work with supply planning in the management of ATP dates for all customers. Provide supply chain feedback on product priorities.
• Develop and publish the weekly backorder reports and Drug Shortage details.
• Management of all new customer listings to bring on new demand and protect the listings ongoing. Collaborate with supply chain and customers on inventory plans, update forecasts, the listings database and applicable reserve tables.
• All other tasks as required

• Education: Bachelor’s degree or College Diploma in Business, Supply Chain, Life Sciences, or a related field.
• Experience: Minimum 3-5 years of experience in forecasting, supply chain, or related roles.
• Knowledge of the pharmaceutical market, including new product launches, generic market dynamics, government policy, and customer requirements.
• Ability to develop accurate forecasts using market, customer, and product insights, as well as production plans.
• Leading customer collaboration meetings and communicating supply updates, recovery dates, and product plans.
• Demonstrated experience managing forecasts, supply, and service levels for strategic and private label accounts.
• Analytical skills to optimize reserve quantities, prevent stock outs, and manage back orders.
• APICS certification is an asset
• Sound knowledge of statistical forecasting techniques.
• Hands-on experience with advanced planning systems (i.e. SAP/APO Advanced MS Office skills, specifically Excel)
• Strong knowledge of IQVIA reporting / data

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

As a Customer Service Representative, you will be the first point of contact for our valued customers, ensuring their inquiries are handled with care and efficiency. Your role will be pivotal in creating a positive customer experience, as you will address their needs, resolve their issues, and provide them with accurate information. By leveraging your excellent communication skills and in-depth product knowledge, you will build strong relationships with our customers and contribute to their satisfaction and loyalty. Your ability to troubleshoot problems and offer effective solutions will be key in maintaining our high standards of service.

Call Centre & Communications Management:

• Delivering top-notch customer service for all incoming and outgoing calls.
• Managing e-mail, phone, and fax inquiries promptly, ensuring tasks are assigned to the appropriate staff.
• Acting as a liaison between hospital groups, customers, and Government health groups across Canada.
• Providing accurate product information on backorders, shortages, discontinued products, and more.
• Investigating and reconciling customer inquiries related to orders, invoices, deliveries, and allowances.
• Entering and tracking medical and product complaints in the QA Assurance database and following up as needed.
• Ensuring compliance with Pharmacovigilance requirements by reporting safety information.

Supply and Order Management:

• Leveraging ERP systems to manage orders, troubleshoot issues, and provide service level reports.
• Taking and tracking orders for Rx/OTC products from retail customers, wholesalers, and hospitals.
• Supporting field representatives and sales objectives by ensuring product supply and providing relevant reports.
• Coordinating hospital contracts and wholesaler order activities.
• Developing close working relationships with retail pharmacies, wholesalers, and distributors.
• Processing all debit/credits and handling billing adjustments.
• Managing Donations Programs to support healthcare partners and patients in need.

Key Account Management:

• Developing account-specific processes, communications, reports, and information to improve service levels.
• Triggering new product introduction activities, including product code creation, orders, inventory distribution, and deliveries.

Other Duties:

• Performing additional tasks as assigned to support the team and organization.

• Education: High School Diploma required; College or Undergraduate Degree in Business or Science preferred.
• Experience: 3+ years in customer service; experience in the pharmaceutical industry is a plus.
• Bilingual in French and English.
• Proficiency in Oracle, SAP, and Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Experience in order management and pharmaceutical order-to-cash processes.
• Hands-on experience with advanced planning systems (e.g., SAP/APO, Oracle, i2, Manugistics, Demand Solutions).
• Advanced MS Office skills, particularly Excel.

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Scarborough, Ontario
Hybrid

• Provide comprehensive administrative support and training to the Sales and Commercial teams, including assistance with EngageMate entry and approval processing.
• Serve as a Subject Matter Expert (SME) for sales tools such as SAP, Fiori, and BI reporting, delivering onboarding, guidance, and refresher training to Sales and Commercial staff.
• Coordinate logistics for sales conferences and manage the distribution of promotional materials.
• Support site visits and events by assisting with hospitality arrangements.
• Prepare and manage expense reports for the General Manager and CLT members.
• Oversee purchase orders, expense tracking, vendor setup, and sales contract entries, while being recognized as a local SME and trainer in these areas.
• Manage courier services and internal mail distribution within the Commercial function and across the site.
• Provide customer support, including check-ins and return processing, in vacant sales territories as needed.
• Act as a liaison for administrative processes related to the Teva Canada Fleet program.
• Perform other related administrative tasks as required.

• College or bachelor's degree in a related field.
• Minimum of 5 years of experience supporting administrative or operational tasks in a fast-paced sales, customer service, commercial or executive environment
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking skills.
• Expertise in financial, procurement or sales systems (e.g., SAP).
• Experience in coordinating conferences and promotional material logistics is an asset.
• High energy, independent and resourceful.
• Proficiency in French is an asset.

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

• Lead the customer planning function, ensuring accurate and timely forecasts that support Teva Canada’s commercial and supply chain objectives.
• Collaborate with Sales, Marketing, Supply Chain, Finance, and Market Access teams to integrate market intelligence, customer insights, and product strategies into the customer planning process.
• Oversee the execution of changes to sales plans and forecasts based on insights from Demand Planning, Customer Planning and Sales & Operations Planning (S&OP) meetings.
• Drive continuous improvement in forecast accuracy and planning processes through data analysis, stakeholder feedback, and best practices.
• Manage Product lifecycle forecasts, including new product introductions, obsolescence planning, and scenario modeling.
• Lead the development of allocation strategies during constrained supply situations to balance profitability, customer service, and long-term business goals.
• Chair customer collaboration meetings to communicate recovery timelines, backorder updates, and product availability plans.
• Provide oversight of inventory planning for strategic and private label accounts, ensuring optimal stock levels and service performance.
• Support commercial teams with insights and reporting on forecast performance, aged inventory, and customer-specific trends.
• Manage claims and disputes budgets, collaborate effectively with Finance and External stakeholders.
• Ensure compliance with internal procedures and maintain documentation related to customer planning processes.
• Mentor and develop a team of analysts or coordinators, fostering a culture of accountability, collaboration, and innovation.
• All other duties as assigned.

• A bachelor’s degree in business administration, Supply Chain Management, Economics, Engineering, or a related field is required. Master’s degree (MBA or equivalent) is considered a strong asset.
• Professional certifications such as APICS CPIM/CSCP, SCMP, or PMP are advantageous.
• Minimum 5 years of experience in demand planning, customer planning, or supply chain management, preferably within the pharmaceutical or healthcare industry. Preferred:5–7 years of progressive experience in demand planning, customer planning, or supply chain management, with at least 2 years in a leadership or managerial role.
• Experience with forecasting tools and ERP systems such as SAP/APO, Oracle, or similar platforms.
• Familiarity with IMS Brogan or IQVIA data and its application in market analysis and forecasting.
  Word, Excel, PowerPoint, Outlook
• Proven leadership experience with the ability to influence cross-functional teams and drive strategic initiatives.
• Strong understanding of forecasting methodologies, inventory management, and S&OP processes.
• Excellent communication, problem-solving, and organizational skills.

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

As a Customer Service Representative, you will be the first point of contact for our valued customers, ensuring their inquiries are handled with care and efficiency. Your role will be pivotal in creating a positive customer experience, as you will address their needs, resolve their issues, and provide them with accurate information. By leveraging your excellent communication skills and in-depth product knowledge, you will build strong relationships with our customers and contribute to their satisfaction and loyalty. Your ability to troubleshoot problems and offer effective solutions will be key in maintaining our high standards of service.

Call Centre & Communications Management:

• Delivering top-notch customer service for all incoming and outgoing calls.
• Managing e-mail, phone, and fax inquiries promptly, ensuring tasks are assigned to the appropriate staff.
• Acting as a liaison between hospital groups, customers, and Government health groups across Canada.
• Providing accurate product information on backorders, shortages, discontinued products, and more.
• Investigating and reconciling customer inquiries related to orders, invoices, deliveries, and allowances.
• Entering and tracking medical and product complaints in the QA Assurance database and following up as needed.
• Ensuring compliance with Pharmacovigilance requirements by reporting safety information.

Supply and Order Management:

• Leveraging ERP systems to manage orders, troubleshoot issues, and provide service level reports.
• Taking and tracking orders for Rx/OTC products from retail customers, wholesalers, and hospitals.
• Supporting field representatives and sales objectives by ensuring product supply and providing relevant reports.
• Coordinating hospital contracts and wholesaler order activities.
• Developing close working relationships with retail pharmacies, wholesalers, and distributors.
• Processing all debit/credits and handling billing adjustments.
• Managing Donations Programs to support healthcare partners and patients in need.

Key Account Management:

• Developing account-specific processes, communications, reports, and information to improve service levels.
• Triggering new product introduction activities, including product code creation, orders, inventory distribution, and deliveries.

Other Duties:

• Performing additional tasks as assigned to support the team and organization.

• Education: High School Diploma required; College or Undergraduate Degree in Business or Science preferred.
• Experience: 3+ years in customer service; experience in the pharmaceutical industry is a plus.
• Bilingual in French and English.
• Proficiency in Oracle, SAP, and Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Experience in order management and pharmaceutical order-to-cash processes.
• Hands-on experience with advanced planning systems (e.g., SAP/APO, Oracle, i2, Manugistics, Demand Solutions).
• Advanced MS Office skills, particularly Excel.

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.