Customer Service Supervisor

Job Description

Company Description:

Xediton is a specialty pharmaceutical company with a focus on meeting the needs of patients, physicians, and partners. We are located in Oakville, Ontario.

Customer Service Supervisor

Job Description & Key responsibilities:

The Customer Service Supervisor oversees daily customer order and service operations within a pharmaceutical distribution environment, ensuring accurate order processing, timely fulfillment, and exceptional client support. This role maintains compliance with regulatory, contractual, and internal control requirements while leading a team responsible for order entry, customer communications, and issue resolution. The Supervisor collaborates closely with warehouse, logistics, finance, and sales teams to ensure seamless order-to-delivery execution and operational efficiency.

Specific responsibilities include:

• Supervise the team of customer service and order processing staff
• Monitor workload distribution, productivity, and accuracy of order entry and customer communications
• Conduct training, onboarding, and performance reviews
• Ensure team adherence to SOPs, service standards, and internal controls
• Oversee order processing in ERP systems (e.g., SAP Business One, Sage) ensuring accuracy of invoices, quantities, pricing, and lot numbers
• Resolve escalated customer inquiries related to orders, shipments, backorders, shortages, or billing discrepancies
• Ensure timely processing of urgent and priority orders (e.g., hospital, distributor, or time-sensitive shipments)
• Track and manage order status from entry through fulfillment and delivery
• Liaise with warehouses, 3PL providers, and logistics partners to ensure order accuracy and timely dispatch
• Coordinate with Finance for invoicing, credit holds, account discrepancies, and reconciliations
• Work with customer service team to resolve customer concerns and improve service delivery
• Escalate supply, inventory, or fulfillment risks proactively
• Ensure documentation accuracy for shipments, invoices, lot tracking, and regulatory requirements
• Maintain audit-ready records of transactions and customer communications
• Monitor service KPIs such as order accuracy, turnaround time, and customer satisfaction
• Prepare reports on order trends, error rates, and service performance
• Identify workflow inefficiencies and implement process improvements

Skills & Qualification

The successful candidate is a highly motivated, enthusiastic and dynamic team player who is resourceful and dedicated and has competencies in adapting to changing environments.

Competencies:

• Bachelor's degree or equivalent experience
• Minimum 6 years of experience in customer service, order management, or operations, with at least 2 years in a supervisory or team-lead capacity preferred
• Experience working with ERP systems (SAP Business One, Sage, or similar)
• Strong understanding of order-to-cash processes, inventory coordination, and lot tracking within a regulated environment
• Experience coordinating with 3PL warehouses or distribution partners
• Intermediate Excel and reporting skills; strong overall computer proficiency
• Strong leadership presence with a high level of accountability and a hands-on approach
• Excellent communication skills (written and verbal) with well-developed interpersonal abilities
• Superior organizational skills with the ability to prioritize competing tasks, manage multiple deadlines, and work effectively under pressure
• Highly developed analytical and problem-solving skills, including escalation management
• Exceptional attention to detail and commitment to accuracy
• Proactive mindset with a sense of urgency and interest in contributing to operational improvements and business growth.

If this opportunity is of interest to you and are looking to working in a small company with growth opportunities, we would like to speak with you

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To apply, please
email your application and resume
through our website

While we appreciate the interest of all applicants, only candidates selected for an interview will be contacted