Associate - Customer Support APAC

- United States - VWR International; Coimbatore District; On-site; INR 300,000 - 520,000; Full time

Job summary

Avantor is seeking an Associate - Customer Support APAC to handle inbound sales and customer communications across APAC, addressing service status, challenges, and order-related inquiries. The role focuses on facilitating smooth order processing, troubleshooting, and proactive customer engagement to improve satisfaction and retention.

You will own each customer interaction from start to finish, work across multiple systems, and support the sales team with timely pricing and issue resolution.

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.)

Responsibilities

• Handle inbound sales and customer communication (calls, emails, click to chat) in processing, expediting, and troubleshooting customer orders.
• Own the customer request and experience from initiation to conclusion.
• Research and resolve customer issues using multiple and complex systems.
• Expedite back orders and handle returns requests.
• Clarify the customer's complaint, determine cause, and implement best solution; follow up to ensure resolution.
• Interact with outside sales to align on pricing and customer concerns; support sales growth.

Skills

Communication skills

Team collaboration

Problem solving

Multitasking

Time management

Active listening

Composure under pressure

SAP familiarity

English/French bilingual

Education

Bachelor's degree

High school diploma

Tools

SAP

Job description

The Opportunity:

Avantor is looking for Associate - Customer Support APAC - who can maintain and attract 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.

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 (Education/Training, Experience and Certifications)

• 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 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.

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?

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 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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