Customer Service Representative II
3 weeks ago
As a Customer Service Representative II at Thermo Fisher Scientific, you will be responsible for providing exceptional customer service to internal and external customers. Your primary goal will be to resolve customer inquiries and requests in a timely and professional manner.
Key Responsibilities:
- Respond to and resolve customer requests and inquiries, including pricing, product availability, returns, and delivery.
- Identify customer needs and determine the appropriate course of action within established performance expectations and departmental procedures.
- Interact with multiple departments, including Operations, Technical Support, Logistics, and Purchasing, to ensure timely and accurate shipment of products and issue resolution.
- Evaluate various situations and address any concerns that may arise.
- Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures.
- Stay abreast of new processes and initiatives within the company.
- Process credit card payments.
- Analyze outstanding accounts for both accounts receivable and accounts payable.
- Maintain open lines of communication with Operations Manager and Customer Service to ensure customer satisfaction.
- Provide backup support for Transportation Coordinator as required.
Requirements:
- Fluently bilingual in French and English, both written and oral required.
- High School Diploma or equivalent (GED) is required; College diploma or University Degree preferred.
- 2+ years of call center or customer service experience.
- 2+ years of accounting experience.
- Proficiency in Microsoft Office, including Word, Outlook, and Excel.
Key Competencies:
- Customer-focused thinking.
- Ability to multitask and cope with pressure.
- Effective and efficient verbal and written communication skills in both French and English.
- Computer literate with strong keyboarding skills.
- Willingness and ability to adhere to a structured telephone schedule.
- Superior communication skills, including active listening and questioning.
- Ability to exhibit patience, empathy, and diffuse customer dissatisfaction.
- Excellent problem-solving skills.
- Professional written and verbal communication skills.
- Attention to detail and commitment to quality.
- Ability to multitask in a fast-paced environment.
- Resourcefulness and ability to work independently.
- Quick learner with adaptability and flexibility.
- Excellent interpersonal skills with a friendly and outgoing personality.
Thermo Fisher Scientific Inc. is an equal opportunity employer, dedicated to fostering a diverse and inclusive work environment. We provide reasonable accommodations to applicants with disabilities and value the contributions of individuals from all backgrounds.
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