Customer Service Representative at Avantor

Job Summary

What does being an Avantor Customer Service Representative mean?

As a remote Customer Service Representative, you will work from your home while holding yourself accountable for your success and proactively supporting our customers. Our organization is committed to growth, development, and supporting advances in the scientific community.

Our team of remote agents like to take charge and find resolution! They are confident decision makers and go-getters that put their strengths to use to deliver an exceptional customer experience and make customers happy. They are customer focused, curious, critical thinkers, and love working with others in a virtual setting. If you like to take control of a situation, enjoy problem solving and guiding people to success, this is the role for you!

Hours Mon-Fri:

8:30am - 5pm PST

9:30am - 6pm MST

10:30am - 7pm CST

11:30am - 8pm EST

Who We ARE:

At Avantor (NYSE: AVTR), we set science in motion to create a better world! Our portfolio is used in virtually every stage of the most important research, development, and production activities in the industries we serve. Our global footprint enables us to serve more than 225,000 customer locations and gives us extensive access to research laboratories and scientists in more than 180 countries!

What You'll Do:

The Customer Service Representative is responsible for processing customer purchase orders, resolving order-related issues, handling internal and external customer inquiries, cross referencing products and offering substitutes to increase revenue, expediting shipments, and communication with suppliers, customers and sales representatives. Customer Service Representatives serve as a liaison with all parties to enable sales growth.

Job Duties include...

  • 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 inbound 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, including full follow up on open issues.

  • 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.

  • Follow 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.

What you'll Need:
Wired internet with speeds meeting 10Mbps download and 4Mbps upload (if multiple devices are using internet during your working hours, add 5Mbps download and 2Mbps upload to the baseline, per device used). Have a designated workspace that is distraction-free and allows you to give your full attention to the customer during your shift.

Qualifications include...

  • Salesforce, SAP, or other CRM tool experience preferred

  • Intermediate computer skills required; must be able to work in multiple systems concurrently while utilizing multiple monitors

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

  • 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc)

What We Offer YOU:

You would be joining a team with a strong culture of process improvement, recognition, and collaboration. Schedule is Mon-Fri 9:30am to 6pm MST or 8:30am to 5pm PST. No weekends. No overnights.

  • Hours are set. We don't do any shift/hour bidding.

  • The job is 100% remote. You get to work out of the comfort of your home.

  • We provide all equipment (computer, keyboard, mouse, two monitors).

  • Training time is paid. Approximately 4 weeks of training.

Salary starting at $20.00/hour, actual compensation will be confirmed in writing at the time of offer.

We are pleased to offer our team a competitive compensation package and a full complement of employee benefits. We strive to offer benefits that will support our associates in being healthy, happy and successful. We offer a number of programs, resources and incentives designed to foster the total health and well-being of you and your family!

Interested? Click APPLY!

If this job isn't for you, perhaps you have a friend who would be a perfect fit?! Feel free to send them this link...Thanks!

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.

EEO Statement:

We are an Equal Employment/Affirmative Action employer. 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 Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision using the links below.

EEO is the Law

OFCCP EEO Supplement

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

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.

Colorado and New York Equal Pay Transparency:

Avantor is committed to equitable compensation practices.
The compensation range for this role is:

Final compensation for this role will be determined by various factors such as minimum and preferred qualifications, knowledge, skills, abilities, education, experience and location.

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