Customer Service Representative

As a Customer Service Representative at Thermopatch, part of Avery Dennison, you’ll process customer orders, answer inquiries related to products and delivery timelines, handle RMA requests, set up new accounts, and collaborate with sales and management teams to resolve customer issues and ensure satisfaction.

To qualify for the Customer Service Representative role at Thermopatch, you need a high school diploma or equivalent, along with at least one year of customer service experience. Strong communication skills and a detail-oriented mindset are essential for succeeding in this role.

The Customer Service team at Thermopatch plays a crucial role by providing timely and accurate information on order statuses, handling customer questions about products, and ensuring a seamless experience from order confirmation to delivery, fostering strong relationships with clients.

While 1+ years of previous customer service experience is preferred for the Customer Service Representative role at Thermopatch, what's more important is your willingness to learn and your commitment to providing exceptional customer care.

At Thermopatch, the work culture for Customer Service Representatives is collaborative and supportive. We value open communication and teamwork, creating an environment where you can feel empowered to contribute to resolving customer issues effectively.

Thermopatch addresses customer complaints through effective communication and teamwork. As a Customer Service Representative, you will identify issues and collaborate with management to find resolutions promptly, ensuring customer satisfaction.

As a Customer Service Representative at Thermopatch, you’ll develop essential skills in communication, problem-solving, data entry, and customer relationship management, all while gaining valuable experience in a respected global company.

In answering this question, share specific examples where you efficiently processed orders, highlighting any software or systems you used, how you ensured accuracy, and your methods for tracking and following up on orders.

To effectively respond to a difficult customer situation, emphasize a calm demeanor, active listening skills, and your approach to de-escalating tense situations, demonstrating your ability to empathize and find solutions.

When tackling this question, discuss your approaches, such as active listening, maintaining a positive tone, and using clear language. Mention any tools or techniques that help you understand customer needs better.

In response to this question, explain your method for prioritizing tasks, perhaps through the use of list-making or software tools, and give an example of how you managed competing demands effectively.

Highlight your proactive strategies such as researching the product using available resources, consulting colleagues, and ensuring that you provide accurate information to the customer to maintain their trust.

Use the STAR method to describe the situation, your specific actions, and the outcome. Share how your effort improved the customer’s experience and benefited the company.

Discuss your experience with CRM software, emphasizing how you've used it to track customer interactions, manage orders, and improve service efficiency.

Share your passion for customer service and align your values with those of Thermopatch, discussing how you can contribute to their mission of enhancing customer satisfaction while growing in your career.

Explain the process clearly, from collecting necessary information to guiding the customer through the RMA requests, ensuring compliance with company procedures, while maintaining a warm customer interaction.

Articulate your understanding of excellent customer service qualities such as responsiveness, empathy, effective communication, and a customer-first attitude. Provide examples of how you embody these principles.