Customer Support Sr. Associate

The Opportunity:

Intermediate level position; provide initial technical product support to customers by handling inquiries and troubleshooting basic technical product-related issues. Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level technical product support specialists or management.

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

Communicates daily with external customers, manufacturing sites, sales representatives, marketing and other key internal customers and suppliers.

Serves as the primary contact for any service-related inquiry.

Understands business goals and customer segmentation.

Keeps all functions informed of customer needs.

Fields incoming customer phone calls and inquiries.

Visits customer sites as needed on occasion.

Drives revenue for 2 to 4 assigned territories in partnership with outside sales through expediting urgent orders and sales lead generation.

Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, complaints, order cancellations, etc.

Proactively manages lot reserves.

Determines when customer issues need to be escalated and follows through on resolving issues.

Participates on and/or leads cross-functional teams to drive departmental improvements.

Manages consignment warehouse functions including system receipt, inventory reconciliation and billing.

Provides training for new employees.

Works with a variety of business systems including SAP.

Understands and can easily reference over 10,000 product listings and over 5,000 active customers in a variety of business areas.

Actively participates in department team activities and contributes to developing and achieving team goals (lot reserves, return goods, call abandoned rate, and other team goals).

Performs other duties as assigned with or without accommodation.

QUALIFICATIONS (Education/Training, Experience and Certifications)

BS/BA Degree in Chemistry or allied science discipline or equivalent experience preferred

Customer Service experience preferred

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

Detail oriented; strong analytical and problem solving skills.

Ability to learn quickly in a fast-paced environment.

Must work collaboratively with other internal customers.

Able to quickly respond to common inquiries or complaints from customers.

Time management skills.

Tolerance for ambiguity.

Excellent listening skills.

Excellent written and verbal communication skills.

Excellent presentation skills.

Excellent phone manners; must be professional and have the ability to resolve conflict with composure.

Strong sense of urgency, initiative, and drive.

Strong organization and prioritization skills.

Strong competency in Microsoft Office, specifically PowerPoint, Word and Excel.

Excellent computer skills; ability to learn new systems quickly and maneuver the internet and internal intranet sites with ease.

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

The work environment is an office setting. The duties of the job may require the Customer Service Representative to go to the manufacturing facility on occasion.

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 [email protected] 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 Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.

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.