Remote Customer Service Representative

Avantor is a global team dedicated to advancing life-changing science. The Customer Service Representative is responsible for processing customer purchase orders, resolving issues, and communicating effectively with customers and suppliers to drive sales growth.

Responsibilities:

• Maintains and attracts potential customers by managing inbound sales and customer communications (calls/emails/click-to-chat) regarding service status or network issues
• Manages inbound sales and customer communications (calls/emails/click-to-chat) to process, expedite, and troubleshoot customer orders
• Owns the customer request and experience from initiation through conclusion
• Process all customer requests via computer. Uses multiple, often complex systems and programs to research information
• Researches and resolves customer issues, expedites back orders, and 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; expediting correction or adjustment; and following up to ensure resolution
• Proactively interacts with the outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-quality, sales-aligned service to drive sales growth
• Follows up with sales, suppliers, and customers on any outstanding issues
• Seeks opportunities to offer solutions
• Makes recommendations on areas for process improvement
• Make decisions based on policies and past precedents, seeking guidance as necessary
• Accountable for performance metrics such as schedule adherence, productivity standards, and quality standards
• Performs other duties as assigned

Requirements:

• High school diploma or GED required; bachelor's degree a plus
• Minimum 1-year consecutive call/contact center experience
• CRM experience preferred, Salesforce, C4C preferred, etc
• Experience as a Key Account Representative managing high-value, strategic clients, with a focus on relationship management, retention, and revenue growth, is a plus
• KPI and metric experience
• Strong verbal and written communication skills
• Collaborate with members of the immediate team and employees outside the organization, while demonstrating the ability to work independently
• Must be comfortable working in a matrix environment
• Critical thinking skills and resourcefulness
• Must be customer- and sales-focused
• Must be able to manage multiple priorities in a fast-paced, complex environment
• Possess organizational and time management skills
• Attentive and active listening
• Ability to maintain composure and a positive attitude during challenging times
• Intermediate PC skills required: must be able to work across multiple systems concurrently, often using multiple monitors
• Familiarity with the SAP system is helpful