Bilingual Customer Service Representative

About the role

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 .

Requirements

• 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.
• How you will thrive and create an impact:
• 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.
• 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.
• ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
• 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 :
• 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

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