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 . What we’re looking for: Education: High School diploma is required Experience: 1-3 years’ applicable experience in customer service type role is preferred Who you are: 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. How you will thrive and create an impact: 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. Job Duties include: 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. This position is a backfill. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 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. Ce poste est 100 % à distance au Canada. Ce que nous recherchons : Formation : Diplôme d’études secondaires requis Expérience : 1 à 3 ans d’expérience pertinente dans un rôle de service à la clientèle souhaités Qui vous êtes : 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, C4C (SAP Cloud) ou tout autre outil CRM est un atout Comment vous réussirez et aurez un impact : Le/la représentant(e) du service à la clientèle est responsable du traitement des bons de commande des clients, de la résolution des problèmes liés aux commandes, de la gestion des demandes internes et externes, de la correspondance des produits et de la proposition de substituts pour augmenter les revenus, de l’accélération des expéditions, ainsi que de la communication avec les fournisseurs, les clients et les représentants commerciaux. Les représentants du service à la clientèle agissent comme interface entre toutes les parties afin de favoriser la croissance des ventes. Les responsabilités comprennent : Maintenir et attirer des clients potentiels en gérant les communications entrantes (appels/courriels) liées au traitement, au suivi et au dépannage des commandes clients, en français et en anglais Prendre en charge la demande et l’expérience client du début à la fin Traiter, via ordinateur, toutes les demandes clients en utilisant plusieurs systèmes souvent complexes sur deux écrans afin de rechercher des informations Rechercher et résoudre les problèmes clients, accélérer les commandes en attente, gérer les retours et les demandes spéciales. Résoudre les problèmes de produits ou services en clarifiant la plainte du client, en déterminant la cause, en choisissant et expliquant la meilleure solution, en effectuant les corrections nécessaires et en assurant un suivi jusqu’à la résolution Interagir de manière proactive avec l’équipe de ventes terrain afin d’assurer une communication régulière sur les prix et les préoccupations des clients. Fournir un service de haute qualité, en étroite collaboration avec les ventes, pour favoriser la croissance Être responsable d’indicateurs de performance tels que le respect des horaires, la productivité et la qualité Assurer le suivi auprès des ventes, des fournisseurs et des clients pour toute question en suspens Identifier des opportunités pour proposer des solutions Formuler des recommandations pour améliorer les processus Prendre des décisions basées sur les politiques et les précédents, en sollicitant des conseils si nécessaire Effectuer toute autre tâche assignée Ce poste est un remplacement. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer. Why Avantor? Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor. We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today! Pay Transparency: The expected pre-tax pay for this position is $44,000.00 - $71,300.00 Actual pay may differ depending on relevant factors such as prior experience and geographic location. EEO Statement: We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. Privacy Policy: We will use the personal information that you have submitted to us in order to consider your application for the relevant role. Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests. 3rd Party Non-Solicitation Policy: By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.