Customer Service Representative

Remote role open in specific countries.

About the role

Improve patient health outcomes by facilitating critical support and care navigation for NGI Glass, whose mission is to deliver innovative custom glass solutions with exceptional quality, craftsmanship, and service for every project.

Responsibilities

• Respond to inbound inquiries via phone, email, live chat, and case management systems in both English and (preferred) French.
• Provide accurate product information, order status updates, and resolution of billing or delivery issues within established service-level agreements.
• Support patients enrolled in Novartis Patient Support Programs, including reimbursement navigation, adherence follow-ups, and program enrollment.
• Document all interactions accurately in the CRM system (Salesforce / Veeva) in compliance with pharmacovigilance and privacy standards.
• Identify, capture, and escalate Adverse Event (AE) and Product Quality Complaint (PQC) reports according to regulatory requirements (Health Canada, PIPEDA).
• Collaborate with sales, medical affairs, market access, and supply chain teams to resolve complex customer needs.
• Contribute to continuous improvement initiatives, share customer insights, and support onboarding of new team members.
• Maintain up-to-date knowledge of Novartis' therapeutic areas, product portfolio, and industry regulations.

Requirements

• Post-secondary diploma or degree (Life Sciences, Business, Health Administration, or related field preferred).
• 2+ years of customer service experience, ideally in pharmaceutical, healthcare, insurance, or regulated industries.
• Fluent English communication skills (verbal and written).
• Proficiency with CRM platforms (Salesforce, Veeva, or similar) and Microsoft Office 365.
• Strong problem-solving skills, empathy, and attention to detail.
• Ability to work in a fast-paced, compliance-driven environment.

Preferred Qualifications

• Bilingual (English / French).
• Knowledge of Health Canada regulations, PIPEDA, and pharmacovigilance reporting.
• Experience with patient support programs or specialty pharmacy operations.

Skills

• Commerce (Delivery)
• Veeva
• Supply chain management
• Salesforce
• Pharmacovigilance
• Pharmaceutical science
• Microsoft 365

Pay

• Hourly rate: CAD $45.00 – $60.00, commensurate with experience and location.
• Annual performance bonus tied to individual and company performance (up to 5% of base compensation).

Benefits

• Comprehensive health coverage: medical, dental, vision, and paramedical services from Day 1.
• Retirement plan: Defined Contribution Pension Plan with company matching.
• Employee Share Ownership Plan (ESOP).
• Paid time off: 4+ weeks vacation, personal days, and paid company holidays.
• Parental leave top-up for birthing and non-birthing parents.
• Wellness programs: mental health support (EAP), fitness reimbursement, and virtual healthcare.
• Learning & development: tuition reimbursement, LinkedIn Learning, and internal mobility programs.
• Hybrid work model and flexible scheduling.
• Life, disability, and critical illness insurance fully paid by the company.

Schedule

• Standard business hours with occasional flexibility to cover extended service windows.

Work Environment

• Hybrid model — combination of remote work and in-office collaboration at the Montréal, Toronto (Dorval / Boucherville), or regional office, depending on candidate location.

Your potential leader: Kenny Daniel.