Sr Customer Service Representative

• →Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.
• →Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders. 
• →Owns the customer request and experience from initiation to final conclusion.
• →Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.
• →Researches and resolves customer issues, expedites back orders, handles returns and 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, 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. 
• →Performs other duties as assigned.
   

• High school diploma or GED required; Bachelor degree a plus
• 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc)
   

• Strong communication skills, both verbal and written
• Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently
•  Must be comfortable working in a matrix environment
•  Possesses proven problem solving skills and resourcefulness
• Must be customer and sales focused 
• Must be able to manage multiple priorities in a fast-paced and complex environment
• Possesses organization and time management skills
• Practices attentive and active listening 
• Ability to maintain composure and positive attitude during difficult times
• Intermediate PC skills required; must be able to work in multiple systems concurrently, often utilizing multiple monitors
• Familiarity with SAP system helpful
   

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 recruiting@avantorsciences.com 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.

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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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.