Associate - Customer Support APAC

vwr; Coimbatore District; On-site; INR 300,000 - 420,000; Full time

Job summary

Avantor is seeking a customer-focused professional to handle inbound sales and service inquiries, guiding the customer from initial contact to final resolution. You will manage order processing, troubleshooting, and expediting as needed, using multiple systems to verify information and ensure accuracy.

The role emphasizes proactive communication with sales teams, solution-oriented problem solving, and adherence to performance metrics while delivering high-quality service in a dynamic office

Qualifications

• Strong communication skills and written communication.
• Ability to work with cross-functional teams and independent work.
• Proven problem-solving skills in a fast-paced environment.

Responsibilities

• Handle inbound sales and customer communication (emails, calls, chat) related to service status.
• Assist in processing, expediting, and troubleshooting customer orders.
• Own customer requests from initiation to resolution and follow up.
• Research information using multiple systems and monitors to address inquiries.
• Identify and resolve product or service issues and expedite corrective actions.
• Collaborate with outside sales to align on pricing and customer concerns.

Skills

Communication skills

Customer service

Problem solving

Multitasking

Time management

Active listening

Professional demeanor

SAP familiarity

Education

High school diploma

Bachelor's degree a plus

Tools

SAP

CRM systems

Job description

The Opportunity:

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

• 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.
• 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 in order to research information.
• 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 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 Sales Department, suppliers, 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.

QUALIFICATIONS (Education/Training, Experience and Certifications)

• High school diploma required; Bachelor's degree a plus
• 0-3 years applicable experience in a customer relationship type role (sales, call center, etc.)

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• 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.

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.

A frequent volume of work and deadlines impose strain on routine basis.

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world.

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not