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Customer Service Representative

3 weeks ago

Markham, Canada BTNX Inc. Full time

**Title**:Customer Service Representative

**Employment Type**:Full-time

**Location**:722 Rosebank Road, Pickering, ON L1W 4B2 Canada

**Company Overview**:
BTNX Inc. (BTNX) is a leading biotechnology company specializing in rapid, point-of-care diagnostics. As a pioneer in the field, we are dedicated to innovation, research, and the development of advanced in-vitro diagnostic (IVD) tests. Our operations extend across laboratories, clinics, hospitals, and physician offices, with our core business presence in Canada & USA as well as a global presence spanning dozens of countries. Headquartered in Pickering, ON, BTNX offers an exciting opportunity for a motivated individual to join our team.

**Job Overview**:
As a Customer Service Representative, you will be at the forefront of creating a positive and lasting impression for our customers. This role demands excellent communication skills, a strong problem-solving ability, and a commitment to delivering outstanding customer service. Your dedication to understanding customer needs and providing timely solutions will be crucial in maintaining and enhancing our company's reputation for customer-centric service. This position is designed to provide recent graduates with a platform to learn, grow, and contribute to the overall success of BTNX Inc.

**Responsibilities**:

- Collaborate with other departments including Sales, Product Development, and Quality Assurance to fully address customer requests and concerns, provide feedback on user experience and contribute to product improvement.
- Act as the primary point of contact for customers maintaining record of all communications.
- Provide accurate, relevant, and complete information and resolve issues efficiently to ensure customer satisfaction.
- Manage our comprehensive Medical Device complaint handling process, from intake to resolution.
- Receive, process, and verify accuracy of customer’s orders utilizing the organization’s internal systems and customer purchase orders.
- Respond to customer service requests for order changes, maintain purchase orders and communicate changes to the appropriate personnel/departments.
- Resolve problems, facilitate solutions, and enhance customer service offerings.
- Provide support to coworkers in the performance of job duties as required.
- Communicate with senior management for regular updates regarding project statuses.
- Document and prioritize tasks in consultation with management.
- Undertake Ad hoc projects that arise in the regular course of business.
- Oversee day-to-day customer experience.
- Perform other related duties as assigned by management.
- Follow up on unresolved tasks, issues, or queries both internally and externally.

**Required Skills**:

- REQUIRED: Bachelor's degree in biology, Biochemistry, Biomedical Sciences, or related field
- PREFERRED: 0-2 years’ experience in customer service
- Excellent oral and written communication skills.
- Flexible, with the ability to adapt easily to change, think logically, and effectively solve problems communicate clearly, effectively, and professionally, and follow process documentation closely.
- Strong analytical skills, with the ability to interpret business needs into actionable items.
- Very strong initiative with a drive to proactively take on tasks and find solutions.
- Excellent creativity & resourcefulness
- Highly organized and capable of efficiently multi-tasking.
- Detail and results oriented.
- Able to work independently and as a team to complete tasks within deadlines.
- Advanced proficiency in MS Outlook.

**Application**: