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Job ID :
57207BR
Location :
Canada - Ottawa
:
Job Description

ACCOUNTABILITIES:

  • Responds to and resolves customer requests including processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations.
  • Answers product or service inquiries, and provides technical assistance as required
  • Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
  • Accountable for resolving customer complaints (First Call Resolution) and escalates issues as appropriate.
  • Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy etc.)
  • Increases revenue by participating in up sell and cross-sell opportunities.
  • Stays abreast of new processes and initiatives within the company

EDUCATION and SKILLS:

  • Post-secondary education preferably in science or equivalent work experience.
  • Displays a customer service orientation. Excellent interpersonal skills/friendly and outgoing personality, and enjoys assisting others.
  • Demonstrates superior communication skills including probing, active listening and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction.
  • Proactive problem solving and decision-making.
  • Demonstrates attention to detail and quality.
  • Organization and planning skills in order to meet customer commitments in a fast paced environment.
  • Ability to learn and apply new information.
  • Works independently and demonstrates resourcefulness.
  • Strong PC knowledge, including Microsoft Outlook and Exceland excellent keyboarding skills
  • Bilingualism (English/French) required

EXPERIENCE:

  • 1+ year customer service experience.



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