Bilingual Customer Service Representative

Customer Service Representative

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.
• Performs other duties as assigned.

This position is a backfill.