Position: Customer Service Representative

Type: Full-time

Company Overview

BTNX Inc. (BTNX) is a biotechnology company and a world leader in rapid, point-of-care diagnostics. We specialize in innovation, research, development and manufacturing of advanced in-vitro diagnostic (IVD) tests for laboratories, clinics, hospitals and physician offices. Headquartered in Pickering, ON, BTNX’s core business operations are within Canada & USA, with international sales spanning dozens of countries around the globe.

EDUCATION AND QUALIFICATIONS

• REQUIRED: Bachelor degree in Biology, Biochemistry, Biomedical Sciences, or related field
• PREFERRED: 1-3 years’ experience in customer service
• Excellent oral and written communication skills

RESPONSIBILITIES

• Receives, processes, and verifies the accuracy of orders from customers utilizing the organization’s internal systems and customer purchase orders
• Initiates required action for response to customer service requests for order changes, including the maintenance of order and communicates changes to the appropriate personnel/departments
• Provides technical support to customers by identifying problems; researching answers; guiding customer through corrective steps.
• Performs investigation of product complaints
• Resolve problems, facilitate solutions and enhance customer service offerings
• Provide back-up support to coworkers in the performance of job duties required
• Answers customer inquiries/communications as required
• Communication with senior management for regular updates regarding project statuses
• Documenting and prioritizing tasks, in consultation with management
• Ad hoc projects that arise in the regular course of business
• Become familiar with proposed new product; its function, purpose, and value to end-users
• Must be able to oversee day-day customer experience for smooth operation of the organization
• Performs other related duties assigned by management

JOB REQUIREMENTS

• Ideal candidates can adapt easily to change, have the ability to think logically, be a problem solver, communicate effectively and professionally and follow process documentation closely
• Project management skills & business acumen
• Strong analytical skills, being able to interpret business needs into actionable items
• Very strong initiative
• Excellent creativity & resourcefulness
• Organized and ability to multi-task
• Detail and results-oriented
• Superior written and verbal communication skills
• Able to work independently and as a team to complete tasks within deadlines
• High proficiency in MS Outlook