Customer Support Sr. Associate

Executes day-to-day customer service tasks according to defined procedures and standards. Handles recurring customer inquiries and issues, such as order status updates or product defects, by applying prescribed solutions. Key responsibilities include logging customer interactions into the system for record-keeping and follow-up, escalating unresolved issues to higher-level support, ensuring timely resolution of customer complaints and providing basic product recommendations based on customer needs and ensures compliance with company policies while maintaining a high level of customer satisfaction. For more complex issues, uses past experience and available resources to resolve the problem effectively. Communicates with customers to provide clear and accurate information, offering explanations when necessary to ensure understanding.

Maintains and attracts potential customers by handling inbound sales and customer

communication (emails, calls) relating to service status or challenges, concerns, issues within the

network.

· Handles inbound sales and customer communication (calls, emails) in the processing,

expediting, and troubleshooting of customer orders.

· Owns 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.

· 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. The CSR will proactively place customer order and follow them through - ensuring that the delivery takes places, and the customer is invoiced correctly. Including but not limited to: · Delivery issues, · Delivery/billing/order blocks · Order cancelations · Order release · Order Management – EDI Blocks release · Documents Request (Cert. of Analysis, Safety Data Sheet…) · Price enquiries · Incoming CMD tasks (in collaboration with CMD Team) · Samples requests and ZORI orders · Plant check · Replacement orders (SD) · S20 · Specific customers with dedicated “Customer service responsibility”. Performs other duties as assigned, ex. Trainer task, QREP, Support Analyst (Optimization)

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.

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