Bilingual Customer Service Representative

The Opportunity:

At Avantor, people are the most important part of our success because they drive our global performance. That’s why our Operations, Lab Services, Sales, and many other Avantor teams rely on our talent acquisition initiatives to attract, engage and hire the right talent. Avantor’s Customer Service vertical is a crucial part of this mix, enabling all our internal teams worldwide to grow beyond their limits.

This is 100% remote in Canada
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• Education: High School diploma is required
• Experience: 1-3 years’ applicable experience in customer service type role is preferred

• Bilingual French/English verbal and written required
• Intermediate PC skills required; must be able to work in multiple systems concurrently, utilizing multiple monitors
• SAP, C4C (SAP Cloud), or other CRM tool experience preferred.

Customer Service Representative is responsible for processing customer purchase orders, resolving order-related issues, handling internal and external customer inquiries, cross-referencing products and offering substitutes to increase revenue, expediting shipments, and communication with suppliers, customers, and sales representatives. Customer Service Representatives serve as a liaison with all parties to enable sales growth.

• Maintains and attracts potential customers by handling inbound customer communication (calls/emails) relating to the processing, expediting, and troubleshooting of customer orders in both French and English.
• Owns the customer request and experience from initiation to conclusion.
• Processes, via computer, all customer requests. Utilize multiple and often complex systems, programs, on dual monitors in order to research information.
• Research and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards
• Follows up with sales, suppliers, and customers on any outstanding issues.
• Looks for opportunities to provide solutions.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Performs other duties as assigned.

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Chez Avantor, les personnes sont la partie la plus importante de notre réussite, car elles sont le moteur de notre performance mondiale. C’est pourquoi nos équipes Opérations, Services de laboratoire, Ventes et bien d’autres chez Avantor s’appuient sur nos initiatives d’acquisition de talents pour attirer, mobiliser et recruter les bons talents. Le pôle Service à la clientèle d’Avantor est un élément clé de cet ensemble, permettant à toutes nos équipes internes dans le monde entier de dépasser leurs limites.

• Formation : Diplôme d’études secondaires requis
• Expérience : 1 à 3 ans d’expérience pertinente dans un rôle de service à la clientèle souhaités

• Bilingue français/anglais (oral et écrit) requis
• Compétences informatiques intermédiaires requises ; capacité à travailler simultanément dans plusieurs systèmes en utilisant plusieurs écrans
• Une expérience avec SAP,…