Associate - Customer Services

Avantor is looking for an Associate for the Customer Service team. It is an entry-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 we're looking for

Education: Undergraduate, Graduate, Diploma or Equivalent Work Experience required.

Experience: 0-8 years of Customer Service experience preferred.

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 email/fax/chat/phone concerning orders, returns, shipments and products.
• Receive and enter phone, fax, email and chat orders.
• Call/Email customers when necessary to advise shipments delay and/or information necessary to process orders.
• Make changes to or cancel orders/backorders and notify customers as required.
• 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 and/or manufacturer 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.
• Initiating shipment tracers with carriers.
• Performs other duties as assigned.