Associate - Avantor Services

Avantor is looking for an Associate for Services team. He/She should manage the Clinical Service Activities based on the TSA which is agreed upon.

What were looking for

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

Experience: 1-2 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.

How you will thrive and create an impact:

• Maintains and manage cycle-based billing for customers and provides resolutions on challenges, concerns, issues within the services network for non-payment of invoices
• Handles internal customer communication in the processing, expediting, and troubleshooting of customer billing only orders.
• Owns the customer request and experience from initiation to conclusion.
• Processes all customer requests through SAP. Utilizes multiple and often complex systems, programs, and monitors to research information.
• Researches and resolves customer issues, handles requests for credits 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; 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 LPS team, 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.