Customer Support Associate

by Jones Healthcare Group

Position Type: Full-time
Location: London, ON
Date Posted: Jun 26, 2020
Experience: 2 Years
Education: College Diploma (3 years)
Jones Healthcare Group

Job Description

Jones Healthcare Group is a market leader in advanced packaging and medication dispensing solutions and is celebrating 100 years serving health and wellness markets. The privately held company is aggressively investing growth capital with plans to invest $20 million into the business over the next two years. 

“Over a century ago, Jones provided apothecary packaging to help pharmacists safely dispense medication to patients,” says Ron Harris, President & CEO at Jones. “One thing has never wavered since our beginning – we have always been focused on wellness. It’s in our DNA.”

Through its three business units (Cartons & Labels, Pharmacy & Medication Adherence, Packaging Services) and two European subsidiaries, Venalink UK and Venalink Spain, the company aligns closely with a continued vision to advance healthcare with progressive packaging platforms that put consumer well-being first and respond to evolving market needs. 

Summary of position

The Customer Support Associate is a key member of the Pharmacy & Medication Adherence team.  They are the communication link between the customer, the sales team, and various internal groups. The main objective of this position is to ensure the on-time delivery of products while providing exceptional customer service to enhance customer satisfaction. This involves managing orders for a wide range of pharmacy consumables and working closely with customers regarding delivery information, price quotes, printing requirements, and artwork proofs and handling the investigation of product complaints.

If you love building and maintaining relationships with others, then this position will be of interest to you.

If you get excited about providing service and solutions that exceed customer’s expectations, then this position is a perfect fit for you.

If you are a natural at providing excellent customer service, with strong communication skills, then you’ll want to consider this opportunity.
Here are some of the different activities you’ll be asked to do:
  • Accurate and timely order processing of stock pharmacy consumable products
  • Using SAP, monitor the progress of orders, advise of any delays and provide tracking for stock and custom products
  • Process Electronic Data Interchange (EDI) orders via SAP
  • Supply emergency orders to customers where required
  • Adopt, promote and assist customers with our Online Pharmacy Store
  • Identify and share with customers any additional product/upselling opportunities
  • Quote prices on new pharmacy consumable and custom artwork
  • Assist customers,  sales representatives and agents, fellow team members and other internal groups as required
  • Attend and participate in integral sales and operations meetings primarily used to improve business development and customer satisfaction
  • Verify debits/credits, returns, new artwork requests and Continuous Improvement Reports (CIR) prior to submission
  • Send out materials/samples as requested by the customer, sales representatives and agents weekly through outgoing mail/Purolator courier system

If you’ve got:
  • Post-secondary Diploma in Business an asset
  • A minimum of two years’ in a customer service environment required, preferably within a corporate printing/packaging industry
  • Proficiency in MS Office suite
  • Order management experience within SAP environment an asset

We’d like to hear from you!
Please forward a cover letter and resume to

While 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 Healthcare Group will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact the Jones Human Resources department 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 also contact the Human Resources department.