Customer Service Representative
hace 6 días
About the Role:
We are seeking a highly skilled Customer Service Representative to join our team at Avantor. As a key member of our customer-facing team, you will be responsible for providing exceptional service and support to our customers.
Job Description:
The primary purpose of this position is to answer routine questions and issues from external or internal customers. You will frequently escalate more complex customer complaints or issues to more senior customer service representatives. Your hours will be adjusted as follows: 5:30am – 2:30pm CST (7:30am-4:30pm EDT), 6:30am – 3:30pm CST (8:30am-5:30pm EDT), or 7:30am – 4:30pm CST (9:30am-6:30pm EST).
Key Responsibilities:
- Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network.
- Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
- Owning the customer request and experience from initiation to conclusion.
- Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.
- Researches and resolves customer issues, expedites back orders, handles requests for returns and other 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 Department, 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.
Required Skills and Qualifications:
- Bachelor's degree required; High school diploma acceptable.
- 1-3 years applicable experience in a customer relationship type role (sales, call center, etc.)
- Bilingual in English & Spanish (C-1 & C-2 LEVEL)
- Strong communication skills, both verbal and written.
- Ability to work with members of the immediate team, as well as employees in other departments, while demonstrating the ability to work independently.
- Proven problem-solving skills and resourcefulness.
- Ability to manage multiple priorities in a fast-paced and complex environment.
- Good organization and time management skills.
- Attentive and active listening abilities.
- Ability to maintain composure and positive attitude during difficult times.
- Intermediate computer skills required; must be able to work in multiple systems concurrently, often using multiple monitors.
- Familiarity with SAP system helpful.
About Avantor:
At Avantor, we are committed to helping you grow your career through diverse, equitable, and inclusive culture which includes learning experiences to support your career growth and success. Our global team of 14,000+ associates share passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
Why Choose Avantor?
We offer an opportunity to contribute your talents, learn new skills and grow your career. Our mission is to create a better world by advancing life-changing science. Apply today and see how the impact of your contributions can set science in motion
Salary Range: $60,000-$80,000 per year, depending on experience
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