Customer Service Specialist

4 weeks ago

Burlington Ontario AA, Halton, Canada n! biomachines Ltd. Full time

n biomachines, based in Burlington, is focused on the development and production of bioreactors and advanced machinery for cellular agriculture and precision fermentation. Our integrated Research and Development center within the same facility is an Ontario hub for innovation in bioprocess design and optimization, plant-based engineering, food technology and scaled alternative protein production.

Customer Service Representative – will be responsible for handling various and at times complex customer requests. They will maintain and expand understanding of order entry inquiry, financial systems procedures and application, and operate within the policy and procedure guidelines. They will maintain a high level of communication to ensure a quality customer experience.

Your role

  • Maintain departmental Key Performance Indicators by:
    • Maintain a minimum of 98% error-free cases
    • Maintain or exceed individual KPI performance in line with company and departmental goals
  • Provide accurate and timely delivery of the following to customers or internal staff associated with either service or sales workstreams. This includes but is not limited to:
    • Order management, including;
    • Price inquiries
    • Order acknowledgement
    • Quote application and completeness
    • Management of discontinuation items
    • Order pricing maintenance
    • Order status inquiry
    • Recall/Complaint processing
  • Accurate logging of all customer-related information and inquiries in associated CRM, ERP, and Customer Service database according to the outlined process
  • Effectively manage the inflow of telephone contact to maintain optimal service of customers' needs and requests.
  • Timely response to telephone, fax, and/or email inquiries and effectively assist external and internal customers with their individual requests.
  • Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution for customer inquiries
  • Perform other related duties and/or work as assigned

Minimum Requirements

  • 4-5 years relevant work experience dealing with customers (Corporate or Service)
  • English proficiency in speaking, reading, and writing abilities required; French would be an asset.
  • Post-secondary Degree/Diploma required
  • Experience with ERP, CRM, and other IT tools
  • Medium to advanced Microsoft Office skills required
  • Demonstrates strong organizational skills
  • Extremely detail-oriented
  • Motivated, results-oriented, and persistent
  • Proactive/takes initiative
  • Maintain a positive attitude and work well within a team environment
  • Handle stressful situations in a fast-paced environment
  • Excellent verbal and written communication/customer service skills

We offer

  • Full-time employment
  • Competitive salary
  • Comprehensive Benefits package
  • A dynamic and engaging work environment
  • Career development opportunities

All applicants must be eligible to work in Canada without the need for company-sponsored work permit or immigration assistance.

Equal opportunity

At n biomachines, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. n biomachines is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees.

If you have any accommodation requirements, please let us know. We will do our best to meet your needs in accordance with applicable local legislation.

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