Distribution and Drug Recovery Specialist

at  Specialty Health Network Inc

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

WHY THIS ROLE IS IMPORTANT?

Reporting directly to the Team Lead, Sales and Distribution. The Logistics Administrator provides logistical support and tracking within our supply chain.

WHAT YOU WILL DO

• Answering customer calls and inquiries around product, online navigation and order processing
• Entry of client orders into our SAP system, ensuring accuracy and completeness of required information.
• Analyze orders to ensure all necessary items are included, quantities are reasonable, account is established, and delivery expectations can be met.
• Handle customer complaints effectively, providing satisfactory resolutions.
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible according to current policies and procedures.
• Problem-solving with internal and external stakeholders.
• Establish and maintain customer records.
• Liaise with Finance to rectify billing issues, credits, returns etc.
• Liaise with Warehouse team for order processing, delivery scheduling, follow-ups, order changes, etc.
• Coordination and tracking of orders, analysis of successful and unsuccessful orders as well as re-attempt deliveries
• The ability to be sensitive to client concerns, investigative skills to resolve distribution oddities, and the ability to provide clear communication/service in both official languages.
• Ability to work in a fast-paced environment and be adaptive to change.

DRUG RECOVERY ROLE

• Obtain Proof of Delivery (POD) Requests on all outbound orders
• Provide POD’s to Order Desk Administrators, Warehouse personnel, SCC’s, and SPN’s, etc.
• Verifying pertinent shipment information, troubleshooting any issues arising during the verification process.
• Setting pick-up or delivery appointments with patients/customers for various patient support programs.
• Escalating issues to carrier or customers in a timely manner when necessary.
• Requesting appointment changes as per related standard operating procedures.
• Ensuring all parties are advised of appointment times.
• Coordinating with multiple carriers for daily tracking of in-transit shipments and updating the system.
• Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and customer account managers.
• Completion of returns and claims for unsuccessful orders.
• Provide ad-hoc information to carriers as well as internal stakeholders as requested.
• Manual reporting on carrier performance service levels
• Duties as assigned by management, including cross-training with other operations representatives on each other’s areas of responsibility.
• Must be flexible to work overtime and be on call when required (weekends/holidays).
• Support with any other ad-hoc administrative activities as assigned.

TYPE OF ROLE:

Regular
Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.