Job Description Summary

Do you have excellent written and verbal communication skills and are looking to develop your career in a growing biotech company? If you have excellent organizational and multitasking skills, then this role may be for you!

The Customer Service Associate will work as part of the team that is responsible to provide exceptional service to our customers who place orders and inquiries through multiple channels and technical platforms. Provide answers, resolution, and escalation of customer requests within the department, or triage to other STEMCELL departments. Other tasks will be performed as needed.

Please note that this is a fixed term 12-month contract.
Positions available: 3

Vous possédez d'excellentes compétences en communication écrite et orale et souhaitez faire progresser votre carrière au sein d'une entreprise de biotechnologie en pleine croissance ? Si vous êtes doté(e) d'un excellent sens de l'organisation et capable de gérer plusieurs tâches simultanément, ce poste est peut-être fait pour vous !

Le·la chargé·e de support client travaillera au sein de l'équipe chargée d'offrir un service exceptionnel à nos clients qui passent commande ou nous contactent via différents canaux et plateformes techniques. Il/Elle répondra aux demandes des clients, les résoudra et les transmettra aux services compétents du département, ou les orientera vers les services de STEMCELL concernés. D'autres tâches pourront être effectuées selon les besoins.

Veuillez noter qu'il s'agit d'un contrat à durée déterminée de 12 mois.
Postes disponibles : 3

Job Description

Core Duties and Responsibilities

• Manage end to end order management, from entry, backorder management, order scheduling and accurate invoicing

• Ensure customers receive the correct product, at the correct time, with timely communication of any delays or changes

• Resolve customer and order related issues, by providing solutions to customers through Live Chat, Phone and Email channels by maintaining direct contact with the customer before and/or after the sale

• Execute cross-departmental coordination of orders which have specific product requirements to deliver on our customers expectations

• Participate and provide recommendations in continuous improvement discussion and performs other duties as assigned by the supervisor

Knowledge and Qualifications

Education & Experience

• Bachelor’s Degree required

• Previous experience in Order Processing, B2B Customer Service, or a related field is an asset but not necessary, as full training will be provided

• Full professional fluency in both French and English is mandatory (proficiency in German or Spanish an asset)

Technical Skills

• Proficiency or familiarity with SAP and SFDC (Salesforce)

• Strong computer literacy, specifically in Google Suite (GMAIL, Docs, Sheets)

Soft Skills & Work Ethic

• Ability to thrive in a changing environment and handle multiple priorities independently after completing on-the-job training

• Strong personal organization, time management, and problem-solving abilities

• Demonstrates high attention to detail with a track record of strong data processing accuracy

• An excellent team player who is responsible, dependable, and communicative

#LI-KL1

Fonctions et responsabilités principales

• Gérer l'intégralité du processus de commande, de la saisie à la facturation précise, en passant par la gestion des commandes en souffrance et la planification des commandes

• S'assurer que les clients reçoivent le bon produit, au bon moment, et communiquer rapidement tout retard ou changement

• Résoudre les problèmes liés aux clients et aux commandes en apportant des solutions aux clients via le chat en direct, le téléphone et l'e-mail, et en maintenant un contact direct avec eux avant et/ou après la vente

• Assurer la coordination interdépartementale des commandes présentant des exigences spécifiques en matière de produits afin de répondre aux attentes de nos clients

• Participer aux discussions d'amélioration continue et formuler des recommandations, et effectuer d'autres tâches assignées par le superviseur

Connaissances et qualifications

Formation et expérience

• Licence requise

• Une expérience préalable en traitement des commandes, en service client B2B ou dans un domaine connexe est un atout, mais n'est pas nécessaire, car une formation complète sera dispensée

• La maîtrise professionnelle complète du français et de l'anglais est obligatoire (la maîtrise de l'allemand ou de l'espagnol est un atout)

Compétences techniques

• Maîtrise ou connaissance de SAP et SFDC (Salesforce)

• Solides compétences informatiques, notamment en matière de Google Suite (Gmail, Docs, Sheets)

Compétences relationnelles et éthique professionnelle

• Capacité à s'épanouir dans un environnement changeant et à gérer plusieurs priorités de manière autonome après avoir suivi une formation en cours d'emploi

• Solides compétences en organisation personnelle, en gestion du temps et en résolution de problèmes

• Fait preuve d'une grande attention aux détails et d'une solide expérience en matière de précision du traitement des données

• Excellent esprit d’équipe, responsable, fiable et communicatif

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact. 

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The annual salary for this job ranges from:

€31,400.00 - €47,200.00

STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package that may include health benefits, retirement savings, and more (depending on region).

To apply, please select the “Apply” button below. You will then be directed to a login screen asking you to set up an account, which is required to apply.