Bachelor's degree in business, Supply Chain, or related field
5+ years in customer service with 2+ years in management
Fluency in English; French preferred
Strong understanding of Order-to-Cash processes
Experience with ERP systems like Oracle or SAP
Proficient in CRM tools such as Salesforce and Veeva
Excellent verbal and written communication skills
Responsibilities
Lead and develop a team of 5-6 Customer Service Specialists
Ensure high-quality service to customers and stakeholders
Collaborate with offshore teams for efficient order management
Analyze SLAs and KPIs to identify trends and improve service
Manage end-to-end order-to-cash execution with cross-functional partners
Serve as point of escalation for complex customer issues
Support continuous improvement initiatives to enhance the customer journey
Benefits
Bonus eligibility based on performance
Opportunity for professional development and coaching
Dynamic work environment in a downtown Toronto office
Three days on-site work requirement
Engagement in continuous improvement initiatives
Full Job Description
Position Summary
The Customer Service Manager will be responsible for leading the Customer Service team in ensuring a seamless 'Customer Journey' for both internal and external Galderma customers, including commercial and sales teams.
This position will ensure accurate and timely order-to-cash ("O2C") execution, from new customer account creation and onboarding, order management and resolving customer issues and queries. The Customer Service Manager will be instrumental in building and strengthening customer relationships, supporting internal and external stakeholders, and making continuous improvement in service levels of the team.
Essential Functions
Provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma's commitments to the 'Customer Journey'
Lead a group of five to six Customer Service Specialists to build knowledge, introduce best practices and promote high employee engagement and retention
Lead the ongoing growth and development of the team, including regular performance assessments, coaching, and training to ensure the team consistently meets and exceeds performance targets
Collaborate with offshore shared services team to ensure enhanced delivery of agreed scope and to achieve intra-team efficiencies across order management and accounts receivables
Analyze SLAs, response times, and open tickets to provide reporting of KPIs and trends to manage and improve customer support
Ensure accurate and timely order-to-cash execution through applicable systems (i.e., Oracle, Salesforce) and partner closely with Finance, Marketing, Sales, and Supply Chain in managing allocations, backorders, delivery challenges, invoicing discrepancies and returns
Serve as an escalation point for complex customer issues and high-impact service disruptions
Partner closely with Senior Logistics Manager to measure and improve customer experience from our third-party logistics partner(s), including customer deduction investigation and dispute management
Liaise regularly with the management team - both sales and functional - to review and address insights, opportunities, and obstacles
Ensure application of local compliance and process alignment with group standards & policies
Act and support as a subject matter expert in continuous improvement and optimization initiatives in achieving and managing the Galderma Customer Journey
Minimum Education, Knowledge, Skills, and Abilities
Bachelor's degree in business, Supply Chain, or related field (or equivalent experience).
5+ years of experience in customer service, with at least 2 years in a supervisory or management role, preferably within a Consumer-Packaged Goods or Pharmaceutical environment
Fluent in English, strong oral and written communication skills - French preferred
Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections
Strong experience working within ERP systems (i.e., Oracle, SAP)
Proficiency in customer relationship management platforms and tools (i.e., Salesforce, Veeva)
Ability to lead by example and inspire team members to achieve and excel in stakeholder satisfaction and performance goals
Ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance)
Excellent organizational skills and the ability to manage multiple priorities and deadlines while adapting to shifting demands.
Strong verbal and written communication skills, with the ability to effectively engage with internal and external stakeholders.
Proactive, self-motivated, and continuously driven to improve both processes and personal professional development
This position is based at Galderma downtown Toronto office (161 Bay St.) with at least three days working on site per week. The annual base salary range for the role is 115,000 - 120,000 CAD and it is bonus eligible.
About Galderma Laboratories
Galderma Laboratories is a pharmaceutical company that specializes in dermatology. The company was founded in 1981 as a joint venture between Nestlé and L'Oréal. Galderma Laboratories develops and markets prescription and over-the-counter dermatological products for the treatment of acne, rosacea, psoriasis, and other skin conditions. The company operates in more than 100 countries and has research and development facilities in France, Switzerland, and the United States.
