Responsibilities:

Accurately completing required data entry for orders placed via fax, telephone or email

To receive and process Customer Service calls and written correspondence in a professional, polite and courteous manner; using a variety of databases

To ensure effective, courteous and customer-centric communication with all internal and external clients

Respond to customer inquiries and ensure prompt and effective resolution of requests

Report to MRO, other private clients and the companies they represent

Process documents including email, filing, faxing, scanning

Resolve customer inquiries and ensure prompt and effective resolution of requests

Liaise with all departments to assist in effective resolution of inquiries

Solve and document incoming problems and complaints

Process supply order requests from clients and work with internal warehouse team.

Compliance of SOP guidelines as it relates to the organization.

Maintain KPI (key performance indicators) as it relates to the organization.

Work closely with the Customer Service Manager on process improvements as it relates to the collection of data and overall performance of the department.

Work closely with the Laboratory team as it pertains the testing process and test results.

Track errors that have a direct impact on clients and escalate any contentious items to the Customer Service Manager and Laboratory.

Must have:

Completion of secondary-school level education

Call Centre experience

Working knowledge of Microsoft Office (Excel and Word) required.

Strong attention to detail and accuracy.

Demonstrated ability to communicate effectively, professionally and politely in English (verbally and in writing)

Demonstrated ability to resolve customer concerns in a non-threatening, friendly manner

Demonstrated high level of interpersonal skills required to succeed in a collaborative working environment

Demonstrated ability to work in a fast-pace, sometimes stressful environment

Demonstrated ability to self-manage and prioritize in a result driven, time sensitive function

Solid ability to utilize dispute or conflict resolution techniques to achieve desired outcomes

Ability to perform under pressure with competing priorities.

Strong interpersonal skills and the ability to work in a team-oriented environment

Demonstrated Customer Centric approach and puts the customer first on all decisions

Proven problem-solving skills

Nice to have:

Flexibility to work weekends.

Bilingual is an asset.

Working knowledge of AS400 Operating System an asset

Knowledge of Omnitech an asset

Knowledge of CISCO Call Center platforms an asset

Working knowledge of Medical terminology an asset