About the Company

Cedarlane, a TCP Analytical Company, is one of Canada's largest distributors of products used in research and diagnostic laboratories, is looking for a Customer Service Representative in Burlington, Ontario.

About the Role

The Customer Service Representative is the primary contact for customer inquiries via website, telephone, fax, and email. The Customer Service Representative is responsible for order entry. Responds to and helps resolve inquiries and issues related to orders such as order status questions, return of goods, pricing and issuing credit notes.

Responsibilities:

• Communicate with internal team members across departments to accomplish tasks.
• Processes Customer Orders via website, fax, email, telephone, including special requests or special orders.
• Manages customer questions and issues, research and resolves customer problems interacting with internal departments, as necessary.
• Tracing carrier shipments.
• Providing proof of delivery.
• Broken product.
• Missing product.
• Short/over shipments.
• Incorrect deliveries.
• Other Carrier issues.
• Product quality or packaging complaints.
• Process customer returns and credits.
• Expediting backorders.
• Manages customer standing orders.
• Manages an assigned dedicated account with unique requirements.
• Web administration.
• Interacts with Sales Team to ensure regular communication on customer issues and sales leads.
• Performs other duties as assigned.

Qualifications:

• Completion of a College or University diploma or certificate in a related field such as business, administration, science, customer service; or 2 years previous experience in a call center environment or related customer service role.

Required Skills:

• Client-driven - good people skills, enjoy interacting with people.
• Communication skills - Verbal and written proficiency to concisely deliver 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.
• Critical Thinking Skills/Questioning Skills - Asks effective questions to find key indicators to resolve problems.
• 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.
• Collaborator - Is result oriented and uses and shares resources within team, vigilant of metrics and supports peers.
• Organization and Time Management skills - can manage a 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 manage difficult customers - Stays calm while managing challenging customers, Shows Empathy, Guides customer to stay on task.
• Computer and keyboard skills - Comfortable in a windows environment.

Equal Opportunity Statement:

Cedarlane Corporation is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. If you need accommodation for any part of the employment process, please contact us.