Customer Experience Sr. Associate

Avantor is seeking a Customer Experience Sr. Associate. He/She is responsible for answering routine questions and addressing issues from internal or external customers. Frequently escalates more complex customer complaints or issues to a more senior customer service representative or supervisor.

• Must demonstrate working knowledge of personal computer applications, such as Microsoft Word, Excel, Access and Outlook
• Excellent customer service skills (friendly, courteous and helpful)
• Excellent communication skills (grammar, voice, diction)
• Strong customer orientation
• Ability to evaluate customer needs, and respond with appropriate action/delivery

• Primary contact with customers by phone concerning orders, returns, shipments and products.
• Receive and enter phone, fax, and e-mail orders.
• Call customers when necessary to advise shipments delay and/or information necessary to process orders.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
• Initiate file maintenance for corrections to customer file.
• Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s).
• Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs.
• Work closely with internal departments to assure commitment to customer is met in a timely manner.
• Solicit sale of new or additional services.
• Handle irate customers in a professional manner.
• Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.
• May initiate shipment tracers with carriers.
• 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.

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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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