Bilingual Customer Service Representative

At Avantor, people are the most important part of our success because they drive our global performance. Thats 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. Avantors 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 were 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 reussite, car elles sont le moteur de notre performance mondiale. Cest pourquoi nos equipes Operations, Services de laboratoire, Ventes et bien dautres chez Avantor sappuient sur nos initiatives dacquisition de talents pour attirer, mobiliser et recruter les bons talents. Le pole Service a la clientele dAvantor est un element cle de cet ensemble, permettant a toutes nos equipes internes dans le monde entier de depasser leurs limites.

Ce poste est 100 % a distance au Canada.

• Formation : Diplome detudes secondaires requis
• Experience : 1 a 3 ans dexperience pertinente dans un role de service a la clientele souhaites

• Bilingue francais/anglais (oral et ecrit) requis
• Competences informatiques intermediaires requises ; capacite a travailler simultanement dans plusieurs systemes en utilisant plusieurs ecrans
• Une experience avec SAP, C4C (SAP Cloud) ou tout autre outil CRM est un atout

Le/la representant(e) du service a la clientele est responsable du traitement des bons de commande des clients, de la resolution des problemes lies 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 lacceleration des expeditions, ainsi que de la communication avec les fournisseurs, les clients et les representants commerciaux. Les representants du service a la clientele agissent comme interface entre toutes les parties afin de favoriser la croissance des ventes.

• Maintenir et attirer des clients potentiels en gerant les communications entrantes (appels/courriels) liees au traitement, au suivi et au depannage des commandes clients, en francais et en anglais
• Prendre en charge la demande et lexperience client du debut a la fin
• Traiter, via ordinateur, toutes les demandes clients en utilisant plusieurs systemes souvent complexes sur deux ecrans afin de rechercher des informations
• Rechercher et resoudre les problemes clients, accelerer les commandes en attente, gerer les retours et les demandes speciales. Resoudre les problemes de produits ou services en clarifiant la plainte du client, en determinant la cause, en choisissant et expliquant la meilleure solution, en effectuant les corrections necessaires et en assurant un suivi jusqua la resolution
• Interagir de maniere proactive avec lequipe de ventes terrain afin dassurer une communication reguliere sur les prix et les preoccupations des clients. Fournir un service de haute qualite, en etroite collaboration avec les ventes, pour favoriser la croissance
• Etre responsable dindicateurs de performance tels que le respect des horaires, la productivite et la qualite
• Assurer le suivi aupres des ventes, des fournisseurs et des clients pour toute question en suspens
• Identifier des opportunites pour proposer des solutions
• Formuler des recommandations pour ameliorer les processus
• Prendre des decisions basees sur les politiques et les precedents, en sollicitant des conseils si necessaire
• Effectuer toute autre tache assignee

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

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.