Customer Service Associate

The primary responsibility of Customer Service Associate is to be an energetic team member who provides exceptional support. Daily tasks include collaborating with internal teams to manage purchase orders for sales, rentals and repairs, expedite requests, and quick responses to inquiries. We are seeking a positive, empathetic, and professional individual who consistently looks for ways to enhance customer interactions. In this role, you'll be a key player in upholding Industrial Scientific’s mission to deliver the highest quality, best customer service—every transaction, every time.

Responsibilities:

• Provide high-quality email and telephone support with a focus on first touch resolution, ensuring exceptional customer service and expert knowledge of products and processes.
• Accurately process orders, rentals and repairs, provide lead times, and expedited requests.
• Proactively identify and resolve order discrepancies both pre- and post-shipment, while maintaining communication with customers until resolution. 
• Adhere to and assist in the development, training, and review of Customer Service Standard Operating Procedures (SOPs).
• Actively seek continuous improvement of Customer Service Department processes (Kaizen).
• Participate in daily departmental performance reporting.
• Maintain a clean, safe, and functional work area in accordance with 5S principles.
• Perform all other assigned duties.

Qualifications:

Required

• Exceptional communication skills
• If not located within travel distance to Sherwood Park AB, ability to work remote 
• Exceptional problem-solving skills
• Well organized and capable of performing multiple tasks simultaneously 
• Ability to use Excel, and Microsoft tools 
• Strong interpersonal skills 
• Exceptional adaptability
• Established commitment to providing the best customer service, every transaction, every time

Preferred

• French/English bilingual with excellent communication skills
• Basic knowledge of ISC Support Systems (Oracle, Salesforce.com)
• Experience providing excellent customer service 
• Diploma in business administration or equivalent work experience
• Knowledge or experience with customer service management systems and tools

Education

• High School Diploma or GED

Physical Demands:

Note: The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, reach with hands and arms, walk, talk, and actively listen.  The employee may be required to regularly use hands and digits to handle or feel work material.  The employee may be required to frequently lift or carry up to 20 lbs. and on occasion, be required to lift or carry up to 50 lbs.  The employee may be required to frequently ascend/descend stairs/steps, especially at field locations.  The employee must be able to use/wear applicable personal protective equipment which may include but is not limited to safety-toed footwear (with ankle height support), back support belt, hearing protection, and safety eyewear with side shields.