Customer Experience Sr Associate

Entry level position; answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representative or supervisor.

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

Primary contact with customers by email/fax/chat/phone concerning orders, returns, shipments and products.
Receive and enter phone, fax, email and chat orders.
Call/Email customers when necessary to advise shipments delay and/or information necessary to process orders.
Make changes to or cancel orders/backorders and notify customers as required.
Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
Initiate file maintenance for corrections to customer file.
Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s).
Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs.
Work closely with internal departments and/or manufacturer to assure commitment to customer is met in a timely manner.
Solicit sale of new or additional services.
Handle irate customers in a professional manner.
Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.
Initiating shipment tracers with carriers.
Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

Undergraduate, Graduate, Diploma or Equivalent Work Experience required                                     

1-8 years of Customer Service experience preferred


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

Must demonstrate working knowledge of personal computer applications, such as Microsoft Word, Excel, Access and Outlook
Excellent customer service skills (friendly, courteous and helpful)
Excellent communication skills (grammar, voice, diction)
Strong customer orientation
Ability to evaluate customer needs, and respond with appropriate action/delivery


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 [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.

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

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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