Customer Service Representative

Avantor is a global leader in providing essential products and services to customers across various sectors. The Customer Service Representative plays a crucial role in managing customer inquiries, processing orders, and ensuring effective communication between customers and internal teams.

Responsibilities:

• Maintains and attracts potential customers by handling inbound customer communication (calls/emails) relating to the processing, expediting, and troubleshooting of customer orders in both French and English
• Owns the customer request and experience from initiation to conclusion
• Processes, via computer, all customer requests. Utilize multiple and often complex systems, programs, on dual monitors in order to research information
• Research 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
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards
• 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
• Performs other duties as assigned

Requirements:

• High School diploma
• Intermediate PC skills; must be able to work in multiple systems concurrently, utilizing multiple monitors
• 1-3 years' applicable experience in customer service type role
• SAP, C4C (SAP Cloud), or other CRM tool experience