- Respond to and resolve internal and external customer requests and inquiries, including pricing, product availability, returns, and delivery.
- Identify customer needs and determine 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.
- Complete all other assigned duties.
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.
Join our ambitious team and be part of a company that strives for excellence, where your skills and contributions will be valued and rewarded.
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