Remote Customer Service Representative

What we're looking for

Education: High school diploma or GED required; bachelor's degree a plus.

Experience: 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.

Preferred Qualifications:

• 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.

How you will thrive and create an impact

• 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.

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!

Pay Transparency:

The expected pre-tax pay for this position is

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 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.comand 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.

Privacy Policy:

We will use the personal information that you have submitted to us in order to consider your application for the relevant role.

Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests.

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.

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 100% paid parental leave (except in states that offer paid family leave). These benefits may not apply to employees covered by a collective bargaining agreement or those subject to other eligibility rules.