Customer Experience Associate

Avantor; Tamil Nadu; On-site; INR 300,000 - 420,000; Full time

Job summary

Avantor is seeking a Customer Experience Associate in Tamil Nadu. This entry-level role focuses on answering routine questions and addressing issues from customers, with escalation to senior staff as needed.

The role involves taking orders by phone, fax and email, updating records, and coordinating with internal departments to ensure timely delivery. Excellent communication and strong customer orientation are essential.

Qualifications

• Undergraduate, Graduate, Diploma or equivalent work experience required.
• 0-8 years of customer service experience preferred.
• Working knowledge of MS Word, Excel, Access and Outlook.

Responsibilities

• Primary contact with customers by phone concerning orders, returns, shipments and products.
• Receive and enter phone, fax, and e-mail orders.
• Call customers to advise shipments delay and/or information necessary to process orders.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or for correcting errors.
• Manage order entry database and generate reports as needed.
• Collaborate with internal departments to ensure timely customer service.
• Handle irate customers professionally and obtain feedback for service improvement.

Skills

Customer service skills

Excellent communication

Customer orientation

Needs assessment

Education

Undergraduate / Graduate / Diploma or Equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Outlook

Job description

The Opportunity:

Avantor is seeking a Customer Experience Associate. It is an entry-level role. He/She is responsible for answering routine questions and addressing issues from internal or external customers. Frequently escalates more complex customer complaints or issues to a more senior customer service representative or supervisor.

What we’re looking for

Education: Undergraduate, Graduate, Diploma or Equivalent Work Experience required.

Experience: 0-8 years of Customer Service experience preferred.

Preferred Qualification:

• Must demonstrate working knowledge of personal computer applications, such as Microsoft Word, Excel, Access and Outlook
• Excellent customer service skills (friendly, courteous and helpful)
• Excellent communication skills (grammar, voice, diction)
• Strong customer orientation
• Ability to evaluate customer needs, and respond with appropriate action/delivery

How will you thrive and create an impact:

• Primary contact with customers by phone concerning orders, returns, shipments and products.
• Receive and enter phone, fax, and e-mail orders.
• Call customers when necessary to advise shipments delay and/or information necessary to process orders.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
• Initiate file maintenance for corrections to customer file.
• Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s).
• Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs.
• Work closely with internal departments to assure commitment to customer is met in a timely manner.
• Solicit sale of new or additional services.
• Handle irate customers in a professional manner.Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.
• May initiate shipment tracers with carriers.
• Performs other duties as assigned.

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.

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.