Customer service Representative

Below is a refined version of the job description, with improved formatting and removal of redundant or irrelevant content, while preserving all essential information:

Client:

Avantor

Location:

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

1804bc30e13a

Job Views:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

The Opportunity: Intermediate level position; answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives.

Major Job Duties and Responsibilities:

1. Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network.
2. Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
3. Owns the customer request and experience from initiation to conclusion.
4. Processes all customer requests via computer, utilizing multiple and often complex systems, programs, and monitors to research information.
5. Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests. Resolves product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
6. Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns, providing high-level, quality service aligned with sales to enable growth.
7. Follows up with Sales Department, suppliers, and customers on outstanding issues.
8. Identifies opportunities to provide solutions.
9. Makes recommendations for process improvements.
10. Makes decisions based on policies and past precedence, seeking guidance when necessary.
11. Meets performance metrics such as schedule adherence, productivity, and quality standards.
12. Performs other duties as assigned.

Qualifications:

• High school diploma required; Bachelor’s degree a plus.
• 1-3 years applicable experience in customer relationship roles (sales, call center, etc.).

Knowledge, Skills, and Abilities:

• Strong verbal and written communication skills.
• Ability to work independently and with team members across departments.
• Proven problem-solving skills and resourcefulness.
• Ability to manage multiple priorities in a fast-paced environment.
• Good organization and time management skills.
• Attentive listening skills.
• Ability to maintain composure and a positive attitude during difficult situations.
• Intermediate computer skills; ability to work in multiple systems concurrently, often with multiple monitors.
• Familiarity with SAP system helpful.
• Bilingual in English and French (verbal and written) in Quebec.

Work Environment & Physical Conditions:

Primarily office environment with adequate lighting, ventilation, and typical office temperatures and noise levels. Work involves sedentary tasks with occasional walking, standing, bending, reaching, and lifting objects under 10 lbs.

Additional Information:

Avantor is an equal opportunity employer committed to diversity and inclusion. We offer learning opportunities to support your career growth. Apply today to join our team and contribute to life-changing science.