Customer Service Representative II

4 weeks ago

Mississauga, Ontario, Canada Thermo Fisher Scientific Full time

Job Description

Summary of Job

Interact with customers to provide and process information in response to order inquires, concerns and or request about products

Key Responsibilities

  • Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, and delivery.
  • Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures
  • Interacts with multiple areas including Operations, Technical Support, Logistics,
  • Purchasing to ensure timely and accurate shipment of inbound product and issue resolution.
  • Assesses situation and escalates issues as appropriate.
  • Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.
  • Stays abreast of new processes and initiatives within the company.
  • Responsible for processing of credit card payment.
  • Responsible for accounts receivable analysis of outstanding accounts and collections.
  • Responsible for accounts payable and analysis of outstanding accounts for payment
  • Maintain open lines of communication with Operations Manager and Customer Service to ensure customer satisfaction
  • Back up Transportation Coordinator as required
  • Completes all other duties as assigned.

Key Competencies

  • Customer focused thinking.
  • Ability to multi task and to cope with pressure.
  • Effective and efficient verbal and written communications skills in both French and English.
  • Computer literate, and keyboarding skills

Non-Negotiable Hiring Criteria

  • Fluently Bilingual French and English both Written and Oral
  • High School Diploma; College diploma, or University Degree preferred
  • 1-3 year call center or customer service experience.
  • 1-3 year Accounting Experience
  • Must be proficient in Microsoft Office, including Word, Outlook and Excel

Key Competencies

  • Willingness and ability to adhere to structured telephone schedule.
  • Strong keyboarding skills.
  • Demonstrates superior communication including active listening and questioning skills.
  • Ability to exhibit patience and empathy.
  • Ability to diffuse customer dissatisfaction.
  • Excellent problem solving skills.
  • Professional written and verbal skills.
  • Demonstrates attention to detail and quality.
  • Ability to multitask and work in fast paced environment.
  • Works independently and demonstrates resourcefulness.
  • Ability to readily learn and apply new information.
  • Excellent interpersonal skills/friendly and outgoing personality; enjoys assisting others.
  • Adaptable and flexible.

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