Job Description

Work Schedule Standard (Mon-Fri)Environmental Conditions OfficeCompany InformationAbout Thermo Fisher Scientific Inc.Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer. With revenues of more than $10 billion, we have approximately 35,000 employees and serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as in environmental and process control industries. We build value for our key partners through two outstanding class brands, Thermo Scientific and Fisher Scientific, which offer an outstanding combination of continuous technology development and the most convenient purchasing options. Our products and services help accelerate the pace of scientific discovery and seek analytical challenges ranging from sophisticated research to routine testing to field applications. Visit www.thermofisher.com.We are seeking a highly motivated individual with strong work behaviors to join our team based in Ottawa, ON, Canada. This is an exceptional opportunity for someone who is passionate about providing world-class customer support in a fast-paced environment.Key Responsibilities

• Respond to and resolve internal and external customer requests and inquiries, including pricing, product availability, returns, and delivery.
• Identify customer needs and determine the appropriate course of action within established performance expectations and departmental procedures.
• Collaborate with multiple departments, such as Operations, Technical Support, Logistics, and Purchasing, to ensure the timely and accurate shipment of products and resolution of any issues.
• Evaluate various situations and address any concerns that may arise, ensuring a flawless customer experience.
• Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures.
• Stay up to date with new processes and initiatives within the company to continually enhance your knowledge and skills.
• Maintain open lines of communication with key team members and Customer Care to ensure the highest level of customer satisfaction.
• Successfully complete all other assigned duties, contributing to the overall success of the team.

RequirementsIn this role, you must have the following qualifications:

• Fluently bilingual in French and English, both written and oral.
• Equivalent experience to a High School Diploma will be considered; College diploma or University Degree preferred.
• At least 2 years of call center or customer service experience.
• Proficiency in Microsoft Office, including Word, Outlook, and Excel.
• Working Knowledge of SAP (not required)

Key CompetenciesThe following key competencies are essential:

• Customer-focused thinking, always striving to exceed customer expectations.
• Ability to multitask and cope with pressure, ensuring efficient handling of customer inquiries.
• Professional and efficient verbal and written communication skills in both French and English.
• Strong computer literacy, including excellent keyboarding skills.
• Ability to adhere to a structured telephone schedule, ensuring prompt and efficient customer service.
• Superior communication skills, including active listening and effective questioning techniques.
• Ability to exhibit patience, empathy, and diffuse customer dissatisfaction, ensuring an exceptionally positive customer experience.
• Excellent problem-solving skills, allowing for quick resolution of customer inquiries and concerns.
• Attention to detail and commitment to quality, ensuring flawless execution of customer requests.
• Ability to multitask in a fast-paced environment, delivering exceptional results within expected timelines.
• Resourcefulness and ability to work independently.
• Excellent interpersonal skills, fostering positive relationships with customers and colleagues alike.

Work ScheduleThe work schedule for this position is standard, from Monday to Friday, allowing for a healthy work-life balance.Environmental ConditionsAs a Customer Care Administrator III at Thermo Fisher Scientific Inc., you will be working in a comfortable office environment.Physical ActivitiesTo successfully perform the duties of this role, the following physical activities are required:

• Sitting for approximately 90% of the working day, with intermittent walking and standing to ensure comfort and promote productivity.
• Use of a headset for approximately 90% of the working day, allowing for clear and efficient communication.
• Keyboarding for 75-90% of the working day, ensuring accurate and timely data entry.
• Handling papers and office equipment for approximately 10% of the working day, maintaining a neat and organized workspace.

Thermo Fisher Scientific