Customer Service Coordinator

Avantor is looking for a Customer Service Coordinator for the UK Admin team. It is an intermediate-level position. He/She should be responsible for answering routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives.

What were looking for

Education: High school diploma required; bachelors degree a plus.

Experience: 1-3 years applicable experience in a customer relationship type role (sales, call center, etc.)

Preferred Qualification:

• Strong communication skills, both verbal and written
• Ability to work with members of the immediate team, as well as employees in other departments, while demonstrating the ability to work independently
• Proven problem-solving skills and resourcefulness
• Ability to manage multiple priorities in a fast-paced and complex environment
• Good organization and time management skills
• Attentive and active listening abilities
• Ability to maintain composure and positive attitude during difficult times
• Intermediate computer skills required; must be able to work in multiple systems concurrently, often using multiple monitors
• Familiarity with SAP system helpful
• In Quebec, bilingual (English and French), verbal and written.

How you will thrive and create an impact:

• Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, and issues within the network.
• Handles 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 conclusion.
• Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors to research information.
• Researches and resolves customer issues, expedites back orders, and handles requests for returns and other 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; and 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 Department, suppliers, and customers on any outstanding issues.
• Look 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 for 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.