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Avantor, Inc. Customer Service, Global Export Supervisor in Batavia, Illinois

Job SummaryRotating Shift - with primary shift 10am - 7pm.Responsible for a wide range of duties that includes all aspects of delivering a great customer service experience to VWR’s International customers. Has general responsibility for managing 6-10 Global Export associates. Responsible for the coaching and development of the associates. Focuses on the quality and productivity of the associates on their team. Additional focus on processing and expediting international shipments in compliance with International Trade Regulations covering both import and export requirements. Communicates with vendors as well as internal/external customers to ensure problem resolution and complete customer satisfaction. Focuses on sales enabling strategies utilizing collaboration across the business and process improvement initiatives.

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

  • Oversees the team’s day to day operations in order to ensure accurate and complete outputs.

  • First point of contact for team issues and customer support toward resolving complex situation impacting the customer experiences.

  • Acts as a mentor to their team. Motivates and inspires the team to achieve goals.

  • Assists in the development of both new and current associates.

  • Ensures compliance of all policies and Code of Conduct by maintaining the organization’s vision and mission.

  • Oversees the movement of accounts and the overall workload of the team.

  • Helps establish work schedules and ensures that assignments are completed properly.

  • Completes all necessary records and reports in a timely and accurate manner.

  • Track, maintain and analyze operational metrics to identify opportunities and drive continuous process improvements efforts.

  • Develop/modify Standard Operating Procedures as required.

  • Train new associates on Global Export processes.

  • Analyze and present data to the Global Export Director.

  • Conducts operations in a manner that promotes safety and in accordance with OSHA and other appropriate standards.

  • Attends and holds meetings when necessary, with internal and/or external stakeholders.

  • Acts as liaison between employees and management.

  • Consolidates orders to ship via air or ocean.

  • Second line of support for customer and order-related Territory Manager issues.

  • Integrate and coach new customers (internal and external) in VWR’s Global Export order fulfillment processes.

  • Act as SAP super-user for team.

  • Provides pricing and availability to customers.

  • Audits and corrects export shipping documentation that is generated in SAP, or created manually.

  • Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

  • Bachelor’s degree from an accredited college/university preferred or applicable work experience

  • 3-5+ years applicable experience in a customer relationship type role; (sales, military, call center, etc)

  • 2-3+ years’ experience with VWR preferred

  • 1+ years prior experience leading and coaching others preferred

  • SAP experience preferred

  • Prior international and export shipping experience preferred

  • Science background in biology or chemistry is preferred

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

  • Ability to lead individuals and manage VWR processes to ensure that customers receive a quality customer experience when they interact (calls/emails) with a Global Export associate

  • Knowledge of VWR Systems, processes, and company resources; advanced PC skills and strong knowledge of SAP

  • Bilingual, English and Spanish or Portuguese or key Asian languages a plus.

  • Proven record of continue process improvements achievements preferred

  • Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintain composure and positive attitude at all times.

  • Must be confident and strong decision maker with ability to balance customer needs vs. company objectives

  • Resourceful to be problem solver and process improver

  • Excellent communication skills, both verbal and written

  • Strong leadership, coaching, and mentoring skills

  • Ability to drive results and manage multiple priorities in a fast-paced and complex environment

  • Exceptional analytical and problem solving skills

  • Strong time management and organizational skills; ability to prioritize effectively

  • Must be comfortable working in a matrix environment

  • Must be customer and sales focused

  • Must be able to maintain confidentiality

  • Project Management or Lean Six Sigma experience a plus.

  • Team Player

  • Ability to adjust to different personality types, communication styles, and deliver conflict resolution

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.

A frequent volume of work and deadlines impose strain on routine basis.

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

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.

EEO Statement

We are an Equal Employment/Affirmative Action employer. 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, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at staffing@avantorinc.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.

For more information about our commitment to equal employment opportunity, please Privacy Policy(Links to (1) EEO is the Law poster and any supplements, (2) pay transparency nondiscrimination statement, and (3) if desired, Company EEO/AA Statement

Avantor® is a leading global provider of integrated, tailored solutions for the life sciences and advanced technology industries. Strengthened by the recent acquisition of VWR, the Company is a trusted partner to customers and suppliers from discovery to delivery. With operations in more than 30 countries and a diverse portfolio that includes more than four million products, Avantor enables customer success through innovation, cGMP manufacturing and comprehensive service offerings. Collectively, we set science in motion to create a better world.

Learn more at www.avantorsciences.com

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