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Commercial Service Specialist


A career at our company is an ongoing journey of discovery: our 57,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.


The main purpose of this position is to create an outstanding and effortless experience at every interaction for customers. Armed with a passion for customer satisfaction, the CSS provides solutions to customer needs in a fast-paced environment. CSS’s field a large variety of phone call/email inquiries and are responsible for processing orders and responding to all non-technical related service issues.


Your Role

1. Resolve customers’ issues in professional & timely manner and multitasking through multiple computer systems while talking on the phone.

  • Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.
  • Represent the voice of the customer by identifying and capturing customer feedback through direct customer interactions.
  • Collaborate with internal stakeholders to offer proactive solutions to reduce customer effort
  • Execute timely customer communication via phone and e-mail.  Provide punctual follow up on open inquiries, and quickly identify situations that require escalation.
  • Ability to consistently use sound judgment, take initiative and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company’s integrity.
  • Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.
  • Follow procedures for Complaint Resolution. Close the loop on all complaints to ensure customer satisfaction


 2. Efficiently process customer service inquiries and purchase order requests.  Ensure high service levels and process consistency across a multi-site customer contact function. 

  • Resolve order issues and systematically document all complaints about status, quantity, package size, product, routing, shipping and billing information, etc.
  • Maintain thorough documentation of all customer conversations and actions to support the decision-making process.
  • Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.
  • Collaborate with relevant stakeholders to support backorder situations by shipping product from alternate plant, offering different size, offering substitute item etc.
  • Ability to achieve excellent call center metrics with regards to availability, number of documents created, error free work, call quality, productivity and dependability goals.
  • Confident and proactive in offering support to the team by successfully managing additional special projects.
  • Keeping customers informed on the status of their critical orders
  • Partnering with the sales team to ensure successful delivery of customers’ expectations and identifying opportunities to increase customer retention.    
  • Proactively manage customers forecasts and inventory levels in conjunction with sales team and supply chain                                                                                    
  • Work internal teams on to resolve outstanding payment issues                                                                                                                                                            
  • Generate open orders report when required
  • Participate in the testing & implementation or improvement initiatives associated with customer service.

3. Support audit reviews, local or regional projects through active participation or coordination

4. Maintain good working knowledge of the company’s brands, systems and processes.

5. Support new hires in their on-boarding program


Who You Are

  • Degree/Diploma in a science related disciplne preferred
  • Min. 1-2 years’ experience in the related. Fresh Graduates are welcome
  • A strong team player with a growth mindset who will willing to rise to the occasion
  • Take responsibility and accountability to follow up and executing on tasks
  • Self-motivated, meticulous and organizaed, with attention to prioritizing incoming tasks
  • Demonstrate good communication skills within country stakeholders
  • Adaptable and flexible to work in a dynamic, high-energy environment that undergoes constant change


What we offer:  With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!


Curious? Apply and find more information at https://jobs.vibrantm.com


Job Requisition ID:  217083
Location:  Bayswater
Career Level:  B - Recent University Graduate(<1 year of experien
Working time model:  full-time

Careers during Covid-19
Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options.

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

Job Segment: Call Center, Customer Service

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