Customer Experience Sr. Associate

Avantor; Coimbatore District; On-site; INR 250,000 - 420,000; Full time

Job summary

Avantor seeks a Customer Experience Sr. Associate in India to handle routine customer inquiries and address issues. The role involves efficient order handling, returns, and shipments, with escalation of complex cases to senior staff as needed.

You will enter orders by phone/fax/email, communicate delays to customers, and coordinate with internal teams to ensure timely processing and accurate records. Strong comms and customer focus are essential.

Qualifications

• Education as stated: Undergraduate/Graduate/Diploma or equivalent.
• 0-8 years of Customer Service experience preferred.
• Strong written and verbal communication skills.

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 inform about delays or information needed to process orders.
• Modify or cancel orders/backorders as necessary.
• Initiate orders for replacements or for correcting errors.
• Maintain customer files and route internal documents to fulfill orders.
• Manage order entry database and generate reports as needed.
• Coordinate with internal departments to ensure timely service.
• Solicit additional services and handle irate customers professionally.
• Gather customer feedback and report service issues to the company.

Skills

Customer service

Communication

Customer orientation

Needs evaluation

Education

Undergraduate/Graduate/Diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Outlook

Job description

The Opportunity

Avantor is seeking a Customer Experience Sr. Associate. 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.

The Opportunity

Avantor is seeking a Customer Experience Sr. Associate. 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.

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 my 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.

Privacy Policy

We will use the personal information that you have submitted to us in order to consider your application for the relevant role.

Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information and how to contact us with any queries or requests.

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