Export Customer Care Specialist

Follows established procedures to support the generation of new business and contribute to revenue growth across targeted product segments (generic/lower complexity portfolios). Handles high-volume inbound calls related to product availability, pricing, and quotations, aligning responses with commercial goals and operational capabilities. Maintains accurate and up-to-date records of leads, opportunities, and customer interactions using CRM systems. Executes digital follow-up campaigns and engages prospects through self-service tools, guiding them through the sales process.

• Maintains and attracts customers by handling inbound sales and customer communication relating to service status or challenges within the network. Owns the customer request and experience from initiation to final resolution.

• Manages data related to international shipments and all aspects of the transportation process. Prepares and/or reviews export documentation to ensure accuracy of international trade data elements, ensuring transactions are in compliance with US export administration regulations, international trade laws and company policies.

• Processes customer orders and requests using multiple and sometimes complex systems, monitoring research information and order status to fulfillment.

• Monitors order fulfillment process according to customers’ expectations, expediting and communicating status to key stakeholders by updating and maintaining information within various internal systems and tools.

• Provides pricing, product availability and estimated ship dates to customers in a proactive manner.

• Maintains operational relationships with internal and external partners to ensure we meet or exceed the customers’ expectations.

• Researches and resolves customer issues and product or service problems, including returns and special requests, by understanding the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure satisfactory resolution.

• Proactively interacts with sales representatives to ensure regular communication on pricing, enable sales growth and address any customer concerns.

• Makes decisions based on policies and past precedents, seeking guidance as necessary.  Makes recommendations to edit existing standard operating procedures.

• Participates in projects and other specialized work assignments.

Qualifications:

• Minimum High school completion or equivalent (GED).  Associate or Bachelor degree preferred.

• 1-3 years’ applicable experience.

• Fluent in English required. Knowledge of Spanish is an asset.

• Previous customer service or warehouse operational experience is an asset.

• Prior experience with IATA is a plus.

Knowledge, Skills and Abilities:

• Excellent customer-focused communication skills (written and verbal), including attentiveness, active listening and ability to maintain composure during difficult times.

• Excellent problem-solving skills, flexibility, ability to multitask

• Excellent organization and time management skills

• Quick learner

• Good computer skills, including Microsoft Office, particularly Excel

• Knowledge of Avantor processes, procedures and systems is an asset

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 Know Your Rights poster.

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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.