The Position

The Customer Care Representative is responsible for ensuring total customer satisfaction from the customer master file set up through to delivery and credit processing. This includes developing and maintaining positive customer relations by resolving issues, responding to inquiries that may arise, and coordinating with various functions within the Prescription Medicine and/or Animal Health Divisions to ensure that customer requests are handled appropriately and in a timely manner.

This job posting is for an existing vacant position.

Responsibilities

As a team player, the Customer Care Representative will provide bilingual customer service support to our business (Prescription Medicine and/or Animal Health, as assigned)
In a prompt and professional manner, provide primary support for all incoming customer service calls to ensure accurate recording, processing, maintenance and follow-up on customer service related issues/requests such as return material authorization, product complaints, orders, credits, service items, free goods, and problem resolution (e.g. failed EDI transactions, shipping issues, pricing discrepancies as advised via phone, fax, EDI and E-mail from external and internal customers).
Ensure customer master, list price, and discount pricing are accurately set up and maintained as per business requirements.
For Customer Care Representative supporting Prescription Medicine: Act as a liaison between customers, internal BICL stakeholders (such as Operations, Medical and PM Sales) and third party partners to ensure an appropriate and timely response to customer needs.
For Customer Care Representative supporting Animal Health: Act as a liaison between customers (Canadian Veterinary clinics), and internal BICL stakeholders (such as Marketing, Operations, Regulatory Affairs, Sales and Sales Management) and third party partners (Distribution centers) to ensure an appropriate and
timely response to customer needs.
As a member of the Commercial Operations team working closely with internal and external business partners, the Animal Health Customer Care Representative is the primary contact for Canadian Animal Health customers responsible for the daily delivery of exceptional customer service in a timely and professional manner ensuring a consistent supply of products to our customers. At Boehringer Ingelheim we develop breakthrough therapies that transform the lives of both humans and animals. Our global presence provides opportunity for employees to collaborate locally and internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lies with our people. We support our employees in multiple ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Burlington, ON Office Based (Hybrid) Minimum 12 month full time contract.

This position is based in the Burlington, Ontario office located at 5180 South Service Road and is flexible.
Employees in flexible roles are required to be at the office a minimum of 50% of the time each month and must report to the office when requested and required by their Manager/Department.

Requirements

University degree or post secondary education preferred.
For Customer Care Representative supporting Animal Health: Good working knowledge of veterinary and medical terminology and experience in an Animal Hospital setting is an asset.
2 years experience in a Sales or Customer Service role and a professional phone manner.
Strong computer skills (i.e. ERP systems, MS Applications, databases)
Bilingual French/English skills are a requirement for this position.
Ability to work independently as well as to collaborate effectively with team members Solution-driven individual and excellent organizational, analytical and written and oral communication skills.

Total Rewards

We offer competitive total rewards that includes a generous amount of paid time off (vacation, personal days, contingency paid time off days for Long Term Contract Employees), comprehensive and flexible benefits plan, Defined Contribution Pension Plan with company matching of RRSPs, Employee and Family Assistance Plan, employee and leadership development programs, and programs to support overall health and wellness for employees.

Our total rewards philosophy reflects and recognizes employee contributions to the company.

Visit https://www.boehringer-ingelheim.com/ca/careers/explore-our-company/benefits-rewards

The salary range for this position is from $67,000 - $89,400. Performance, relevant experience and competency in the role will be a key factor in driving the compensation offered.

READY TO APPLY?

Click the "Apply Now" button below to submit your application.

We thank all applicants for their interest in our company. Please note that only candidates selected for an interview will be contacted.

Boehringer Ingelheim Canada is committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process. If you require accommodation, we will work with you to meet your needs.

Boehringer Ingelheim Canada does not use artificial intelligence to screen, assess, or select applicants in the recruitment process.

DEADLINE FOR APPLICATIONS

Applications for this position will be accepted until April 6, 2026

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