Customer Support Specialist

We are looking for a customer-focused German Speaker - Customer Support Specialist to join our team. In this role, you will serve as the primary point of contact for German-speaking customers, providing exceptional support and ensuring that inquiries, concerns, and requests are resolved efficiently and professionally. You will work closely with cross-functional teams to deliver a seamless customer experience while maintaining high service standards.

• →Provide professional support to German-speaking customers via email, phone, and other communication channels.

• →Act as the primary point of contact for customer inquiries, ensuring timely and accurate responses.

• →Manage customer expectations by providing clear communication and updates throughout the resolution process.

• →Handle inquiries related to orders, order modifications, returns, shipments, and other customer service requests.

• →Investigate and resolve customer concerns by collaborating with internal departments such as Logistics, Sales, Operations, and Supply Chain.

• →Monitor and track customer cases to ensure timely follow-up and resolution.

• →Maintain accurate records of customer interactions, inquiries, and actions taken.

• →Provide customers with information regarding products, order status, delivery updates, and return procedures.

• →Adapt solutions to meet customer needs while balancing business requirements and available options.

• →Escalate complex issues when appropriate while ensuring customers remain informed of progress.

• →Deliver results in line with established service levels and quality standards.

• →Identify opportunities to improve customer satisfaction and support process efficiency.

• →Work collaboratively with team members and stakeholders to achieve departmental goals and enhance the overall customer experience.

• Fluent German and English language skills, both written and verbal.

• Previous experience in customer service, customer support, order management, or a related field.

• Strong communication and interpersonal skills.

• Excellent problem-solving and decision-making abilities.

• Customer-centric mindset with a passion for delivering outstanding service.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong organizational skills and attention to detail.

• Ability to work effectively with cross-functional teams and stakeholders.

• Proficiency in Microsoft Office applications; experience with SAP or other ERP systems is an advantage.

• Proactive, adaptable, and solution-oriented approach.

• Team player with a positive attitude and commitment to customer success.

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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