Customer Service Specialist III

Role Overview

• Create open communication with customers and field sales & service so that any changes or impact on customer expectations are timely communicated (i.e., timing of service, receipt of replacement parts, reporting)
• Answer incoming calls and emails that deal with Customers’ needs and expectations, identify and troubleshoot issues, provide product recommendations, educate on product and equipment usage
• As customer issues arrive, take ownership of concern(s), and resolve within Key Performance Indicators (KPIs) and when necessary, coordinate activities with other departments to ensure complete customer satisfaction
• Effectively and efficiently address customer’s special needs and requirements, including resolution of complaints and issues
• Provide support to field service and sales representatives and customers in the form of MSDS/SDS interpretation, specific product information (properties, usage, test factors etc.), cross reference of products, and standard documentation including product data sheets, titration procedures, labels, etc
• Identify trends with product/equipment issues and partner with cross functional departments to determine root cause and fix
• Draft communications using standard template format using information collected from internal resources such as manufacturing, quality control, supply chain, regulatory, R&D etc
• Active participant in on-going training to develop expertise (Subject Matter Expert)
• Approach customer concerns with an owner mindset to identify the root cause and communicate with key stakeholders to avoid similar concerns
• Proactively develops and manages professional relationships with Customer contacts and internal organizations to develop a network of resources
• Resolves Customer feedback issues and involves the appropriate individuals or groups in the resolution of issues that are beyond the scope of the TCS and ensures closure
• Adheres and follows all related ISO procedures
• Communicate frequently with management to escalate issues or concerns
• Approach to make recommendations and implement improvements to existing processes
• Actively participate in relevant meetings to identify ways we can improve the service we offer to internal and external customers

Requirements

• Fluent in French and English
• High school diploma or equivalent required; Associate degree or relevant coursework preferred
• 0–2 years of experience in Customer Service, Call Center, Help Desk, or other customer-facing role
• Demonstrated interest in technical support with the ability to learn product, equipment, and system knowledge
• Troubleshooting and problem‑solving skills with guidance from documented procedures and senior team members
• Clear verbal and written communication skills with the ability to explain information in a professional, customer‑friendly manner
• Ability to manage multiple tasks, follow established processes, and meet defined KPIs
• Customer‑focused mindset with a willingness to take ownership of issues through resolution or escalation
• Comfortable using standard tools such as CRM systems (SAP, Salesforce), knowledge bases, and Microsoft Office applications
• Ability to follow documented procedures including ISO requirements, policies, and regulatory guidelines
• Willingness to participate in ongoing training and develop foundational subject matter expertise

Benefits

• medical
• dental
• vision
• 401K
• numerous opportunities for professional growth and development