Customer Support Associate/Order Management

  • Jones Packaging Inc.
  • 3000 Page Street , London, ON, Canada
  • Nov 21, 2018
Customer Service

Job Description

About Jones Packaging Inc.

Internationally recognized for our expertise in printed packaging, contract packaging and medication dispensing and delivery products, Jones is a partner for customer-first integrated packaging solutions.

From folding cartons, labels, leaflets, intelligent packaging, pouching, blister packaging and vial filling to a wide range of medication dispensing products for pharmacies, hospitals and long-term care facilities, we offer many options to simplify the process for our customers while maximizing their brand’s value and ensuring consumer well-being.

Summary of position

As a key member of the Healthcare team, the Customer Support Associate is the communication link between the customer, the sales team and various internal groups The main objective of this position is to ensure on-time delivery of product while providing quality service to enhance customer satisfaction. This involves managing orders for a wide range of pharmacy consumable and working closely with customers with respect to delivery information, price quotes, printing requirements and artwork proofs, and handling the investigation of complaints. Performance is evaluated based on product knowledge, effective communication, ability to multi-task, accuracy, meeting timelines and maximizing customer satisfaction.

Duties and Responsibilities

  • Accurate and timely order processing of stock pharmacy consumable items
  • Monitor progress of orders and advise in the event of delays for stock and custom goods, using SAP
  • Identify and share with customer additional product/upselling opportunities
  • Quote prices on new pharmacy consumable orders
  • Assist customers,  sales representatives and agents, fellow team members and other internal groups as required
  • Supply emergency labels to customers where required.
  • Verify debits/credits, returns and Continous Improvement Reports (CIR) prior to submission
  • Provide customers with samples upon request
  • Send out materials/samples requested by sales representatives and agents weekly through outgoing mail/Purolator courier system
  • Ensure that all requirements of JPI Quality Management System are followed
  • Ensure all applicable Health & Safety Management System policies & procedures and Environmental (ISO 14001) Management System policies & procedures are followed

Key qualifications

Experience and Education (diploma, degree, or professional designation):

  • 2-3 years in a corporate customer service environment is required, preferably within the printing/packaging industry, proficiency in MS Outlook, Word and Excel, and order management experience within SAP environment
  • Post-secondary diploma in Business an asset.

Knowledge, Skills and Abilities (KSAs):

  • Flexible
  • Positive attitude
  • Team focus
  • Ability to quickly understand procedures and process information
  • Ability to perform under pressure to meet deadlines
  • Multi-tasking
  • Self motivated
  • Excellent communication skills (oral and written)
  • Fluency (verbally and written) in French (Quebec) although an asset, is not a requirement


How to apply

Please forward your cover letter and resume to before January 2, 2019While we thank all candidates for their interest, only those selected for an interview will be contacted.

As part of our commitment to accessibility for all persons with disabilities, Jones Packaging Inc. will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact Jones Packaging, Human Resources at 519-451-2100 about your needs, and we will consult with you to ensure suitable accommodation is provided.

For all feedback on equity and accommodation needs, please contact Human Resources.