Customer Service Representative - Temporary
Physical Location: Mississauga Location: Operations - Canada
Location City: Mississauga Department/Function: Canada - Customer Care
State/Territory/Province: Canada - Ontario Last updated: 8/19/13 6:31 PM
Description
VWR International, LLC, headquartered in Radnor, Pennsylvania, is a global laboratory supply and distribution company with worldwide sales in excess of $4.1 billion in 2012. VWR enables the advancement of the world's most critical research through the distribution of a highly diversified product line to most of the world's top companies in the pharmaceutical, biotech, industrial, educational, governmental and healthcare industries. With 160 years of industry experience, VWR offers a well-established distribution network that reaches thousands of specialized labs and facilities spanning the globe. VWR has over 8,000 associates around the world working to streamline the way researchers across North America, Europe, and Asia stock and maintain their labs. In addition, VWR further supports its customers by providing onsite services, storeroom management, product procurement, supply chain systems integration and technical services.
In addition to being an established company, VWR offers its associates competitive salaries as well as a wide range of benefits designed to help them stay healthy, plan for the future, prepare for the unexpected and balance the demands of work and home.
At VWR, our associates are the framework of who we are and how we succeed. We value their accomplishments and offer long-lasting opportunities for growth and success. As a result, a substantial percentage of our associates have 10-, 20- and 30-year histories with VWR. Their loyalty reflects our ongoing commitment to offering great compensation, an engaging culture, and real opportunities for growth and success. VWR is a great place to work and we look forward to adding more outstanding members to our team.
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Description:
The Customer Service Response Unit Representative is responsible for the coordination of service requests for laboratory instrumentation distributed by VWR in Canada. The shift is 10 AM - 6 PM.
Job Requirements:
* Coordinates service related requests for laboratory instrumentation for the customer base by dealing with VWR processes, manufacturers, and authorized service providers, to achieve rapid, efficient and satisfactory resolution.
* Maintains a thorough database of all requests and communicates all key stages of process to the account manager.
* Verifies and approves service related invoices from service provider.
* Maintains and updates warranty and extended warranty specifications from manufacturer.
* Maintains and updates service provider and manufacturer contact information database.
Experience & Skills:
* A high aptitude for customer service is required. Preference will be given to individuals with previous experience with scientific instrumentation and/or instrumentation service as the familiarity with laboratory equipment terminology will be essential for credibility and ease of communication between customers and suppliers.
* Requires Bilingualism (strong communication skills in written and oral English and French) to transact with all customers and service providers across Canada and suppliers within North America.
* Computer skills - knowledge of Microsoft Office (Excel, Work & Access) and comfortable adapting to VWR internal software (ex: email, order entry, returns & credits, data search).
* Customer Focused -good interpersonal skills, enjoys interacting with people.
* Communication skills –Verbal and written proficiency to concisely delivery a clear and accurate message
* Active Listening skills –Listen to customer requirements to understand root cause and mirror customer style
* Telephone Skills –maintain helpful tone and attitude throughout contact, portrays a professional image.
* Problem Solving Skills/Questioning Skills - Asks effective questions to find key indicators to resolve problem
* Decision making skills-follows procedures and code of ethics, makes decisions based on collection of facts, makes decisions and executes, open to new ideas, sensitive to costs
* Team Player – Is result oriented and uses and shares resources within team, vigilant of metrics and supports peers
* Organization and Time Management skills-can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlines, can multitask and able to work under pressure.
* Excellent follow up skills to ensure task completion.
* Ability to handle difficult customers - Stays calm while handling challenging customer, Shows empathy, guides customer to stay on task.
* Computer and keyboard skills – Comfort in a windows environment
Qualifications:
* Completion of a College or University diploma or certificate in a related field such as business, administration, science, customer care.
* Or 2 year previous experience in a call center environment or related customer service role.
* Experience with or knowledge of Laboratory Instrumentation.
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Description:
Le Représentant, Service à la clientèle est responsable de répondre effectivement aux demandes des clients, tout en développant et maintenant des bonnes relations en leur offrant un service de qualité.
Responsabilités principales:
* Traiter des commandes
* Répondre aux demandes du client : suivis, questions techniques, questions après-vente, etc.
* Traiter des retours, crédits, débits
* Tracer et expédier des commandes, suivi des livraisons urgentes
* Fournir des soumissions de prix
* Développer des bonnes relations de travail avec les gérants de territoire
Qualifications:
* Diplôme d’études collégiales, de préférence dans le domaine des sciences
* Deux(2) ans d'expérience au service à la clientèle
* Bonnes compétences d’organisation, gestion du temps et résolution des problèmes
* Être multitâche, capable de déterminer les priorités et respecter les délais imposés
* Compétences excellentes de communication, incluant disposition accueillante et professionnelle au téléphone
* Capacité de s’adapter aux différents styles de communication et de personnalités
* Bonnes compétences d’écoute
* Capable de travailler effectivement en équipe
* Solide connaissance informatique – environnement Windows et programmes Microsoft Office (Word, Excel)
* Bilingue (French/English)
Resume Submissions To VWR From Third Party Recruitment Firms Will Not Be Considered
VWR and design are registered trademarks of VWR International, LLC. VWR International, LLC is aware of fraudulent e-mails referencing VWR job opportunities. Please note: VWR does not hire employees through e-mail solicitation and never requests any employee to cash money orders or send money to others. If you question the validity of a job, please visitwww.VWRjobs.com.