Customer Service Representative II

Job Responsibility:

Thermo Fisher Scientific Inc. is seeking an individual with strong work behaviors and high motivation to join our team as a Customer Service II in Mississauga, ON, Canada. As a world-class leader in scientific research and development, Thermo Fisher Scientific Inc. offers an exceptional opportunity for individuals who are passionate about customer service and thrive in a fast-paced, collaborative 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 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.
• Equivalent experience to a High School Diploma will be considered; 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.