Customer Support/Client Services Specialist

The Opportunity:

In this role, you will report to the Client Services/PMO Supervisor and will work closely with the Avantor’s Clinical Services professionals to serve our customers by performing customized, mission-based lab work and research protocols that help return time back to science. 

What we’re looking for:

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

Experience: Customer Service, Clinical Trial or GLP experience preferred

Qualifications:

• 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.

• Ability to follow both written and verbal instructions.

• Excellent verbal and written communication skills.

• Strong attention to detail with an ability to QC documents and note discrepancies.

• Professional and courteous attitude while communicating both internally with Archives' staff and externally with clients.

• Detail oriented and well organized.

• Ability to perform under pressure in a calm manner with a positive attitude.

• Ability to balance and coordinate workload and prioritize multiple projects.

• Ability to apply and explain complex information such as regulations, policies, or procedures.

How you will create an impact:

We offer a full range of clinical trial services that cover every step, from discovery to delivery. Our portfolio of custom kitting, equipment and ancillary solutions, and biorepository and archiving services stands at the ready - to serve any trial, of any size, anywhere in the world.

In this role you will: 

• 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.

• Develop and maintain strong working relationships with clients, vendors, and staff. 

• Communicate with new and existing clients daily.  Quickly and effectively answer questions, concerns, and establish new account setup.

• Interact with clients concerning projects and service requests, with the ability to create and provide written work orders and proposals.

• Be a focal point for all customer communication.

• Assist with archives project completion as necessary, providing shipment records to the clients, along with invoices and inventories.

• Create invoices for services performed by the Operations Department.

• Assist in resolving issues relating to inventories, shipping, and invoicing.

• Act as a liaison with the Logistics and Operations departments and provide information on client requests or information that may assist in the setup and shipment of material.

• Utilizes MS Office to create, process, and maintain a variety of non-SOP and SOP-compliant documents and administrative records containing technical information.

• Compose correspondence including executive, confidential, official and/or legal letters and documents.

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

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

• Participates on and/or leads cross-functional