Customer Service Representative II

Work Schedule

Environmental Conditions

Job Description

Job Description

We are seeking a highly motivated individual with strong work behaviors to join our team based in Ottawa, ON, Canada, or via Lenexa, KS. United States. This is an exceptional opportunity for someone passionate about providing premier customer support in a fast-paced environment.

Key Responsibilities

• Respond to and resolve internal and external 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.
• Collaborate with multiple departments, such as Operations, Technical Support, Logistics, and Purchasing, to ensure the timely and accurate shipment of products and resolution of any issues.
• Evaluate various situations and address any concerns that may arise, ensuring a frictionless customer experience.
• Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures.
• Stay up to date with new processes and initiatives within the company to continually enhance your knowledge and skills.
• Maintain open lines of communication with critical team members and Customer Care to ensure the highest level of customer satisfaction.
• Successfully complete all other assigned duties, contributing to the team's overall success.

Requirements

In this role, you have the following qualifications:

• Fluently bilingual in French and English, both written and oral.
• Equivalent experience to a high school graduate will be considered; a college diploma or university degree is preferred.
• At least 3 years of call center or customer service experience.
• Proficiency in Microsoft Office, including Word, Outlook, and Excel.
• Solid Understanding of a CRM or ERP system. SAP (preferred)

Key Competencies

The following key competencies are essential:

• Customer-focused thinking, always aspiring to exceed customer expectations.
• Ability to multitask and cope with pressure, ensuring efficient handling of customer inquiries.
• Professional and efficient verbal and written communication skills in both French and English.
• Strong computer literacy, including excellent keyboarding skills.
• Ability to adhere to a structured telephone schedule, ensuring prompt and efficient customer service.
• Superior communication skills, including active listening and effective questioning techniques.
• Ability to exhibit perseverance, emotional intelligence, and diffuse customer dissatisfaction, ensuring an exceptionally positive customer experience.
• Excellent problem-solving skills, allowing for quick resolution of customer inquiries and concerns.
• Attention to detail and commitment to quality, ensuring flawless execution of customer requests.
• Ability to multitask in a fast-paced environment, delivering exceptional results within expected timelines.
• Resourcefulness and ability to work independently.
• Excellent social skills, fostering positive relationships with customers and colleagues alike.

Work Schedule

The work schedule for this position is standard, from Monday to Friday, allowing for work-life balance.

Environmental Conditions

As a Customer Care Administrator II at Thermo Fisher Scientific Inc., you will be working in a comfortable office environment.

Physical Activities

To successfully perform the duties of this role, the following physical activities are required:

• Sitting for approximately 90% of the working day, with intermittent walking and standing to ensure comfort and promote productivity.
• Use of a headset for approximately 90% of the working day, allowing for clear and efficient communication.
• Keyboarding for 75-90% of the working day, ensuring accurate and timely data entry.
• Handling papers and office equipment for approximately 10% of the working day, maintaining a neat and organized workspace.