Sr. Customer Service Representative (Remote)

The Opportunity:

Avantor is seeking Remote Sr. Customer Service Representative.

The Remote Sr. Customer Service Representative will work under moderate supervision, conducts general business support, including handling inquiries from external or internal customers, coordinating resolution of customer issues with internal departments, explaining products/services and billing procedures to customers, assisting customers in completing forms and gathering/recording information needed for proper transactions.

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What we're looking for

• High school diploma or GED required; Bachelor degree a plus

• Minimum 1-year consecutive call/contact center experience

• CRM experience

• Willing to work 11:00 am - 8:00 pm Eastern Standard Time.

• KPI/ Metric experience

• 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

 

How you will thrive

• 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.

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