Customer Service Account Rep II - Disposal Services

MedStar Health; Paris (KY); On-site; Full time

Job summary

A leading company in Lab Disposal Services seeks a dedicated individual to provide exceptional support to customers while managing lab waste protocols. The position requires a strong customer service background and an understanding of regulatory compliance, with opportunities for growth and professional development.

Benefits

Medical, Dental, Vision coverage

Paid Time Off (PTO)

401(k) with tuition assistance

Employee stock purchase plan discount

Qualifications

• 1+ years experience in customer service roles.
• Strong expertise in customer care techniques and understanding of regulations.
• Exceptional verbal and written communication skills.

Responsibilities

• Conduct business support and coordinate resolutions for customer inquiries.
• Assist customers in submitting waste and maintain accurate records.
• Ensure compliance with RCRA and manage schedules for pick-ups.

Skills

Customer care techniques

Communication skills

Problem-solving skills

Time management

Collaboration

Regulatory compliance understanding

Education

High school diploma or GED

Tools

Microsoft Suite

SAP

Excel

Job description

The Opportunity:

In this role, you will report to the Manager of Lab Disposal Services and will work closely with the Avantor's Lab and Production Services professionals to serve our customers by performing customized, mission-based lab work and research protocols that help return time back to science.

Hourly Rate: $25 - $26

Shift: Monday-Friday

Location: Paris, KY

Benefits:

• Health and Wellness: Medical, Dental, Vision, and Wellness programs (eligible for medical coverage on day 1)
• Time Off: Paid Time Off (PTO), Company paid holidays, Choice holidays etc.
• Financial Well Being: Spending Accounts: Flexible Spending Account (FSA), Health Savings Accounts (HSA), commuter benefits, 401(k), tuition assistance, employee stock purchase plan discount
• Added Protection Coverage: To include critical illness, hospital indemnity, accident, legal, identity theft protection, pet, auto and home insurance
• Recognition: Celebrate your peers and earn points to redeem on gifts and products

What we're looking for

• Education:High school diploma or GED is required
• Experience: 1+ years applicable experience in a customer relationship type role (sales, call center, etc.)
• Collaboration Tool: Microsoft Suite Experience required
• Knowledge of customer care techniques and understanding of the customer's eTT system.
• Strong expertise and understanding of vendor's CIS, CIMS, and WAI systems.
• Acquainted with regulatory compliance (EPA, DOT, State, DEA) as they apply to the customer and vendor's processing of material for disposal, including EPA generator status and how it applies to storage limits for drums on site
• Understanding of the impact of acutely hazardous waste on generator status
• Comprehend customer and vendor protocols, procedures, and reference guides
• Ability to translate procedures for the customer and vendor to management and hourly employees
• Maintain composure and positive attitude during difficult times (Coworkers, customers, and vendors).
• Exceptional listening and communication skills, both verbal and written
• Advanced PC skills required: must be able to work in multiple systems concurrently, often utilizing multiple monitors.Excellent keyboarding skills required.
• Amazing Excel skills, knowledge of SAP
• Time management and organizational skills: ability to prioritize effectively.
• Must be customer-focused.
• Possesses proven problem-solving skills.

How you will thrive and create an impact

Avantor's Lab and Production Services team is a crucial part of the Avantor Services group serving over 500 customers in biopharma, pharmaceutical, educational, industrial, and high-tech industries with customizable, flexible solutions and end-to-end laboratory operations support.

In this role you will:

• Under moderate supervision, conducts general business support, including handling inquiries from external and internal customers, coordinating the resolution of customer issues with the vendor.
• Assist customers with the submission of waste via the customer system and/or forms.
• Organize the gathering and application of information from various sources to the vendor for classification of waste.
• Coordinate with vendor to ensure contractual obligations are met and the customer is kept in RCRA compliance.
• Preserve the customer call center and receipt of customer requests via eTT system and email on shifts ranging from 7 am to 8 pm.
• Monitor the daily operation of information submitted by customer for disposal.
• Initiate and support the setup of SOPs to meet the spirit of speed and accuracy.
• Train and support coworkers on these SOPs.
• Enter and apply correct and timely information from customer (DMNs, FWNs, SDS, etc.)
• Provide updates to the vendor for customer requests regarding drum assignments, closures, etc.
• Prepare and update timely and accurate pickup schedules for the customer.
• Provide and update accurate customer information for SAP and vendor system(s).
• Maintain an accurate spreadsheet of customer information.
• Sustain customer files, including electronic storage of customer invoice paperwork.
• Contribute to continuous improvements to ensure business maintenance and customer regulatory compliance.
• Take ownership of customers' issues and resolutions.
• Ensures the highest level of customer satisfaction.
• 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 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. Apply today!

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] 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.

For more information about equal employment opportunity protections, please view the Know Your Rights poster.

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.