Customer Support Specialist

The Opportunity:

Executes day-to-day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Key responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow-up actions. Responds to customer inquiries about order modifications, returns, or shipping issues, adapting solutions based on current circumstances and available options. Communicates regularly with internal teams (e.g., logistics, sales) to gather necessary information and resolve customer concerns promptly. Provides explanations to customers on product features, order statuses, or returns policies, ensuring clarity and understanding of the solution. Problems and concerns often involve dynamic and evolving situations, requiring the application of past experiences and judgment to find appropriate solutions. Maintains and attracts potential customers by handling inbound sales and customer

communication (emails, calls) relating to service status or challenges, concerns, issues within the

network.

· Handles inbound sales and customer communication (calls, emails) 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.

· 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. · Act as a backup in the daily operations in Team Leaders absence · Buddy up with the new associates in the team to help them come up the learning curve · Provide process related guidance the associates, based on management direction and assist them in their daily task. · Handle difficult customer issues and escalations on behalf of associates whenever possible and coaching them with regards to escalations · Support team leader to drive activities · Reporting to Team Leader The CSR will proactively place customer order and follow them through - ensuring that the delivery takes places, and the customer is invoiced correctly. Including but not limited to: · Delivery issues, · Delivery/billing/order blocks · Order cancelations · Order release · Order Management – EDI Blocks release · Documents Request (Cert. of Analysis, Safety Data Sheet…) · Price enquiries · Incoming CMD tasks (in collaboration with CMD Team) · Samples requests and ZORI orders · Plant check · Replacement orders (SD) · S20 · Specific customers with dedicated “Customer service responsibility”. Performs other duties as assigned, ex. Trainer task, QREP, Support Analyst (Optimization)

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 recruiting@avantorsciences.com 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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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.