Remote Customer Service Representative

Avantor; Georgia (VT); Remote; USD 43,000 - 73,000; Full time

Job summary

A global leader in laboratory services is seeking a Customer Service Associate. Responsibilities include managing inbound sales and customer communications, resolving orders, and collaborating with sales teams for growth. Ideal candidates should possess strong communication skills and problem-solving abilities, with a high school diploma. The role offers a competitive salary and comprehensive benefits, with a commitment to a diverse and inclusive workplace.

Benefits

Health insurance

401(k) plan with company match

18 PTO days annually

6 weeks paid parental leave

Qualifications

• 1-3 years experience in customer relationship roles.
• Comfortable in matrix environments.
• Intermediate PC skills are required.

Responsibilities

• Maintain customer relationships and process orders.
• Resolve customer issues and expedite back orders.
• Collaborate with sales for growth opportunities.

Skills

Strong communication skills

Problem solving skills

Customer focus

Time management skills

Ability to work independently

Education

High school diploma or GED

Bachelor's degree

Tools

SAP

Job description

The Opportunity

The Opportunity and Major Duties are described below. Responsibilities focus on inbound sales and customer communications related to service status or challenges within the network, processing and expediting customer orders, resolving issues, and working with sales to enable growth.

MAJOR JOB DUTIES AND RESPONSIBILITIES

• Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.
• Responsible for handling 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 final conclusion.
• Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.
• Researches and resolves customer issues, expedites back orders, handles returns and 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, 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 or GED required; Bachelor degree a plus
• 1-3 years applicable experience in a customer relationship type role (sales, military, call center, etc)

KNOWLEDGE SKILLS AND ABILITIES

• Strong communication skills, both verbal and written
• Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently
• Must be comfortable working in a matrix environment
• Possesses proven problem solving skills and resourcefulness
• Must be customer and sales focused
• Must be able to manage multiple priorities in a fast-paced and complex environment
• Possesses organization and time management skills
• Practices attentive and active listening
• Ability to maintain composure and positive attitude during difficult times
• Intermediate PC skills required; must be able to work in multiple systems concurrently, often utilizing multiple monitors
• Familiarity with SAP system helpful

ENVIRONMENTAL WORKING CONDITIONS

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level. Work assignments are diversified; new alternatives may be developed to resolve problems. A frequent volume of work and deadlines impose strain on a routine basis. Minimal physical effort is required; work is mostly sedentary but may require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

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, enabling patient treatments and therapies and helping people in meaningful ways. Avantor is committed to a diverse, equitable and inclusive culture with learning experiences to support your career growth. Apply today!

Pay Transparency

The expected pre-tax pay for this position is $43,700.00 - $72,800.00. Actual pay may differ depending on relevant factors such as prior experience and geographic location.

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 law. If you need a reasonable accommodation for any part of the employment process, please contact [e-mail] with details. For more information about equal employment opportunity protections, please view the Know Your Rights poster.

3rd Party Non-Solicitation Policy

By submitting candidates without formal assignment on a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on submitted candidates. Avantor works with a preferred supplier list and will engage recruitment agencies based on its needs and will not be accepting any form of solicitation.

Benefits

Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off, and 6 weeks of paid parental leave where applicable.