Crc Associate Jobs

Customer Response Center (CRC) Associate

Toronto, ON

Introduction

We are currently hiring a Customer Response Center (CRC) Associate for our client Eli Lilly based in Toronto, Ontario. The CRC Associate understands the customer needs, collates customer feedback, and shares this with the broader business to deliver the best solutions promptly. Providing support to internal business partners, responding to customer medical information questions, managing device troubleshooting and training, reporting the adverse event and product complaints, completing order processing, and actively participating in product and device initiatives is critical. This is a hybrid role where an on-site presence in the office is expected to be 4-12 days per month, as determined by the department’s manager and business needs.

Responsibilities

• Provide first level medical information and sales support
• Work with external vendors on account escalations, process development and program management and supply chain requests
• Train customers and solve device issues in an efficient and easy-to-understand manner.
• Solicit, capture and identify customer feedback and opportunities for process enhancements
• Participate in customer service and process improvement initiatives with cross-functional team members
• Effectively manage incoming call requests and recognize and adapts to cultural differences and communication preferences
• Completes required training and departmental enhancement activities, taking action on competency-related feedback to maximize the development of skill sets that benefit the company and their career objectives.
• Provide responses to telephone and written inquiries about Eli Lilly's products, devices, services and policies
• Thoroughly understand and apply knowledge of local affiliate standard operating procedures, tools, and business processes
• Participate in the deployment of marketing activities, programs and brand strategies.
• Occasional after-hours emergency response action required
• Identify, report and complete all necessary follow-ups on adverse events and product complaint activities
• Order and return processing, including debit, credit and product sample requests, as well as vendor order placement
• Successfully navigate a variety of computer-based applications and systems
• Assist with front reception backup coverage responsibilities
• Liaise with other departments to resolve inquiries and obtain product and service updates
• Efficiently process drop shipments, vendor order process and product replacement needs

Requirements

• Excellent written and verbal communication skills with elevated phone etiquette standards
• Comfortable working in a call center environment that requires flexibility to manage and analyze cases with unique customer escalations effectively.
• Effective time management, reliable, punctual and task completion oriented
• Excellent critical thinking and problem-solving skills
• An open attitude that adapts to work effectively within a team, independently and with others in the organization
• Fully vaccinated against COVID-19. To be vaccinated is inclusive of any approved boosters, should they be deemed necessary in the future.
• Demonstrated customer focus attitude
• Strong computer literacy
• Excellent organizational and multi-tasking capabilities
• Ability to effectively manage internal departmental projects and assignments and participate in collaborative cross-functional initiatives
• Knowledge of SAP system, Sales Force.com and CRM system as an asset
• Vendor relationship and medical background an asset
• Proven successful management of occasional high-pressure, time-sensitive situations
• Ability to work a flexible work schedule depending on business needs
• Ability to navigate and link processes to unique situations

What We Offer

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About Us

Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.