Sr Customer Service Representative

The Opportunity:

Executes day-to-day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Key responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow-up actions. Responds to customer inquiries about order modifications, returns, or shipping issues, adapting solutions based on current circumstances and available options. Communicates regularly with internal teams (e.g., logistics, sales) to gather necessary information and resolve customer concerns promptly. Provides explanations to customers on product features, order statuses, or returns policies, ensuring clarity and understanding of the solution. Problems and concerns often involve dynamic and evolving situations, requiring the application of past experiences and judgment to find appropriate solutions.

MAJOR JOB DUTIES AND RESPONSIBILITIES  (List in order of importance)

• Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.

• Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders. 

• Owns the customer request and experience from initiation to final conclusion.

• Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.

• Researches and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. 

• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.

• Follows up with sales, suppliers, and customers on any outstanding issues.

• Looks for opportunities to provide solutions.

• Makes recommendations on areas for process improvement.

• Make decisions based on policies and past precedence, seeking guidance as necessary.

• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards. 

• Performs other duties as assigned.
   

QUALIFICATIONS (Education/Training, Experience and Certifications)

• High school diploma or GED required; Bachelor degree a plus

• 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc)
   

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Strong communication skills, both verbal and written

• Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently

•  Must be comfortable working in a matrix environment

•  Possesses proven problem solving skills and resourcefulness

• Must be customer and sales focused 

• Must be able to manage multiple priorities in a fast-paced and complex environment

• Possesses organization and time management skills

• Practices attentive and active listening 

• Ability to maintain composure and positive attitude during difficult times

• Intermediate PC skills required; must be able to work in multiple systems concurrently, often utilizing multiple monitors

• Familiarity with SAP system helpful
   

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
 

Typically works in an office environment with adequate lighting and ventilation and a normal range of   temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
 

A frequent volume of work and deadlines impose strain on routine basis. 

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
 
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
 
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Know Your Rights poster.

Privacy Policy:

We will use the personal information that you have submitted to us in order to consider your application for the relevant role.
 

Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.