Customer Success Specialist

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title: Customer Success Specialist

Location: Thornhill, ON
 

Job Description

The Customer Success Specialist will be responsible for managing the order-to-cash cycle on a specified portfolio of customer accounts to ensure a seamless ‘Customer Journey.’ You will play a pivotal role in addressing client inquiries and concerns, building, and maintaining strong client relationships and partnering with the Galderma sales team.

This position requires effective communication, negotiation, and interpersonal skills. You are known for your ability to provide exceptional service to customers and internal stakeholders to deliver a premium experience. In addition, this candidate must be able to work in a fast paced and high-pressure environment. Your expertise in Oracle Cloud and Order-to-Cash (“O2C”) processes will ensure client satisfaction and efficient order processing.

Key Responsibilities

• Provide high quality service to key customers and internal stakeholders by demonstrating and upholding Galderma’s commitments to the ‘Customer Journey’
• Develop and maintain positive and trust-based relationships with customers and respective sales representatives

• Act as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests
• Support ‘seamless’ order cycle from order receipt to invoicing to collections by developing a strong understanding of the customers’ ordering habits and needs
• Liaise regularly (weekly, monthly, quarterly) with the sales management and Customer Success Team Lead to review your specified portfolio of accounts and address insights, opportunities, and obstacles
• Consult with appropriate departments regarding shortages, out of stocks, delays and/or complaints
• Assist with account collection (calls, emails and/or letters) and resolve credit block issues, including conducting communications to your customer accounts
• Assist with dispute management in investigating customer chargebacks and claims and notify customer on rejected requests
• Troubleshoot and resolve EDI errors on inbound order and outbound shipments
• Act as a subject matter expert in key customer accounts and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization
   

Skills & Qualifications

• Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections
• Strong oral and written communication skills, with fluency in French preferred
• Technical aptitude and comfort with Oracle (or similar ERP/SAP systems), Microsoft Office products and Power BI
• Proven ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance)
• Strong attention to detail, analytical and problem-solving skills
• Ability to work in a team environment, but also able to work independently with minimal supervision
• Ability to interact effectively with internal staff and external customers and possess exceptional interpersonal and communication skills
• 3-4 years’ experience in a customer success, customer service or account management role, preferably within a Consumer-Packaged Goods or Pharmaceutical environment

What we offer in return

• A great work environment with an inspiring work ambiance
• Growth and development possibilities
• An excellent benefits program starting day one
• Pension program after one year of service (company contribution of up to 10%)
• Tuition Reimbursements
• Service awards program

Next Steps

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager 
• The final step is a panel conversation with the extended team
   

Our people make a difference

At Galderma, you’ll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

• Strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections
• Technical aptitude and comfort with Oracle (or similar ERP/SAP systems), Microsoft Office products and Power BI
• Proven ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance)

·Strong attention to detail, analytical and problem-solving skills

• Ability to work in a team environment, but also able to work independently with minimal supervision
• Ability to interact effectively with internal staff and external customers and possess exceptional interpersonal and communication skills
• Demonstrates initiative and flexibility, with excellent organizational and time management skills