Customer Service Specialist - Manufacturing

The Opportunity:

The Opportunity:

This role is responsible for supporting large dedicated accounts for Avantor Manufacturing. The Customer Service Specialist is responsible for the resolution of more complex customer issues. Serves as a liaison with all parties to enable customer satisfaction. Acts as mentor and subject matter expert to other members of the team. Participates in projects and other specialized work assignments.

What we’re looking for:

Education:  High school diploma or GED required, bachelor’s degree a plus.

Experience: 1-3 years Customer Service experience preferably in a life science, biotech, or related manufacturing industry; 1+ years’ experience with Avantor preferred, SAP experience

Collaboration Tool: Microsoft Office Suite (Excel, Word, PowerPoint) experience required. Efficiency in both SAP Eagle and Unicorn. 

Preferred Qualifications: 

• Demonstrated ability to collaborate directly with customers and the inside operations team to ensure account Satisfaction.

• Excellent oral and written communication skills, along with well-developed presentation skills

• Strong customer orientation, including customer relations.

• Be self-motivated, willing to meet changing business requirements and priorities, and act quickly on ad-hoc projects.

• Ability to manage complex customer situations and requirements and lead customer open order meetings.

• Advanced PC skills are required; must be able to work in multiple systems concurrently, often using multiple monitors.

• Familiarity with Excel and SAP systems is helpful.

How you will thrive and create an impact 

• Serves as the subject matter expert for team, process, workflow, or specialized function; and acts 
  as a mentor.

•  Often oversees elevated or more complex customer issues; Serves as go to person for high 
  priority and high visibility issues.

• Maintains and attracts potential customers by managing 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 in the processing, expediting, and troubleshooting of customer orders and issues.

•  Owns the customer request and experience from initiation to conclusion. 

• Process, via computer, all customer requests. Utilize multiple and often complex systems, 
  programs, and monitors 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. 

•  Provides high-level, quality service, closely aligned with sales, to enable sales growth.

• Follows up with sales, suppliers, and customers on any outstanding issues.

•  Makes recommendations on areas of improvement. Participates and represents customer 
  service on process improvement initiatives, such as Kaizen, OLE projects, etc.

• Writes or makes recommendations to edit/change existing Standard Operating Procedures.

• Makes decisions based on policies and past precedence, seeking guidance, as necessary. 

• Accountable to performance metrics such as schedule adherence, productivity standards and 
  quality standards.

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 unli