Customer Service Representative - Bilingual

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location: Canada – Markham

Job Description

With 70000 extraordinary minds on our global team, each one of us at Thermo Fisher has an important story to tell. Whether we’re helping customers to fight disease, making sure our air is clean, or solving cold cases, our stories involve thousands of important projects that improve millions of lives. Our dedicated sales professionals are laser focused on delivering our customer value proposition-—accelerating innovation and enhancing productivity. With talented managers and inspiring coworkers to support you, you’ll find the resources and opportunities to make significant contributions to the world.

As a front-line representative of the company, this position directly influences customer allegiance. This position requires extensive interaction with external customers as well as with other internal departments to ensure that our commitments to our customers are met. You will identify customer needs and perform the appropriate course of action within established performance expectations and departmental standards and procedures.

Essential functions

The Customer Service Representative is primarily responsible for the processing of external and internal customer service requests through notifications, and external customer inquiries.

• Assess, respond to, and resolve internal and external customer inquiries by:
• processing orders
• providing quotes (service and parts)
• providing requests for pricing
• investigating parts availability
• verifying order, delivery and billing statuses
• processing returns and credits
• Interact with multiple internal areas including Operations, Technical Support, Logistics, and external suppliers to ensure timely and accurate shipment of product and issue resolution.
• Support the warehouse department as needed – shipping/receiving, investigating inventory discrepancies, and stock quantities
• Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures.
• Utilize multiple software programs concurrently to investigate and complete inquiries – I.T. proficiency is a strong asset
• Accurately open and dispatch work orders; determine availability and location based on technician training records.
• Forward potential product leads to the Sales Representatives
• Partner with other departments within Thermo Fisher Scientific and with our suppliers to obtain accurate product information
• Follow established performance metrics including but not limited to quality standards, after call work, adherence, and follow-up as appropriate
• Support the Quality Managment System by developing, and maintaining full adherence to departmental work instructions, standard operating procedures (SOP’s) and requirements while managing the expectations of our interested parties (internal/external).
• Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner

Education

High school diploma or OSSD equivalent

Bachelor’s degree preferred

Experience

Minimum 1 year of customer service experience, customer call center and industry related experience is preferred

Knowledge, Skills, Abilities

• Bilingualism – Strong English/French communication, both verbal and written
• Proficient in Microsoft 365 (Word, PowerPoint, Excel and Outlook), AS400 and IBM Notes
• Deliver and maintain a high level of service to internal and external parties
• Ability to resolve customer inquiries via telephone and email and advance when appropriate
• Demonstrates attention to detail, accuracy and quality
• Practices active listening; demonstrates superior interpersonal and communication skills
• Organizational and time management skills, ability to prioritize and multi-task
• Outstanding teammate when working with members of the immediate team, as well as colleagues outside Customer Service, while demonstrating the ability to work independently

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.