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Job ID :
57209BR
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.




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.
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