Associate - Customer Support APAC

Avantor; Coimbatore District; On-site; INR 300,000 - 450,000; Full time

Job summary

Avantor in India is seeking a Customer Service Associate to handle inbound communications and oversee orders from initiation to conclusion. The role requires coordinating with sales, using multiple systems, and resolving issues to ensure customer satisfaction.

The ideal candidate should have strong communication, problem solving, and multitasking abilities, with 0–6 months in customer-facing roles. Basic SAP knowledge is a plus.

Qualifications

• High school diploma required; Bachelor’s degree a plus.

Responsibilities

• Handles inbound sales and customer communication (calls, emails, chat) to process, expediting and troubleshoot orders.
• Owns the customer request from initiation to conclusion.
• Uses multiple systems to research information and resolve issues.
• Resolves product or service problems by clarifying the complaint and selecting best solution.
• Proactively communicates with outside sales to align on pricing and customer concerns.
• Delivers high-level service aligned with sales to enable growth.
• Follows up with Sales, suppliers and customers on outstanding issues.
• Looks for opportunities to provide solutions and process improvements.
• Performs other duties as assigned.

Skills

Communication

Multitasking

Problem solving

Team collaboration

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

SAP

Job description

The Opportunity:

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

• 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

• High school diploma required; Bachelor’s degree a plus
• 0-6 months of applicable experience in a customer relationship type role (sales, call center, etc.)

KNOWLEDGE, SKILLS & ABILITIES

• 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

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.

Why Avantor?

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.

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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3rd party non-solicitation policy: By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation Avantor®, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries. Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve. One of our greatest strengths comes from having a global infrastructure that is strategically located to support the needs of our customers.

We set science in motion to create a better world.