Associate - Customer Services NA

Avantor is looking for an Associate for Customer Services NA team. It's an entry level position. He/She should be responsible to answer routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives.

What we're looking for

Education: High school diploma or GED required; Associate degree with business concentration preferred.

Experience: Minimum of 1 year of related customer service experience.

Preferred Qualification:

• Must demonstrate working knowledge of personal computer applications, such as Microsoft Word, Excel, Access and Outlook.
• Excellent customer service skills (friendly, courteous and helpful)
• Excellent communication skills (grammar, voice, diction)
• Strong customer orientation
• Ability to evaluate customer needs and respond with appropriate action/delivery.

How you will thrive and create an impact:

• Primary contact with customers by phone concerning orders, returns, shipments and products.
• Receive and enter phone, fax, and e-mail orders.
• Call customers when necessary to advise shipments delay and/or information necessary to process orders.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
• Initiate file maintenance for corrections to customer file.
• Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s).
• Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs.
• Work closely with internal departments to assure commitment to customer is met in a timely manner.
• Solicit sale of new or additional services.
• Handle irate customers in a professional manner.
• Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.
• May initiate shipment tracers with carriers.
• Performs other duties as assigned.