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Avantor, Inc. Customer Service Training Specialist in Batavia, Illinois

Job SummaryThe Customer Service Specialist is responsible for the resolution of more complex customer purchase orders, resolving issues, handling inquiries, cross referencing, expediting, and communication with suppliers, customers and sales representatives. Serves as a liaison with all parties to enable sales growth. Acts as mentor and subject matter expert to other members of the team. Participates in projects and other specialized work assignments.

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

  • Serves as the subject matter expert for team, process, workflow or specialized function; and acts as a mentor.

  • Often handles elevated or more complex customer issues; Serves as go to person for high priority and high visibility issues.

  • Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network.

  • Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders.

  • Owns the customer request and experience from initiation to final conclusion.

  • Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.

  • Researches 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.

  • Follows up with sales, suppliers, and customers on any outstanding issues.

  • Makes recommendations on areas of improvement. Participates and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc.

  • Writes or makes recommendations to edit/change existing Standard Operating Procedures.

  • Makes decisions based on policies and past precedence, seeking guidance as necessary.

  • Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.

  • Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

  • High school diploma or GED required; Bachelor degree a plus

  • 2-4 years applicable experience in a customer relationship type role (sales, military, call center, etc)

  • 1+ years experience with VWR preferred

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

  • Demonstrated ability to continually meet qualitative and quantitative metrics

  • Proven decision making and coaching/mentoring skills

  • Knowledgeable in many aspects of customer service

  • Excellent communication skills, both verbal and written

  • Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently

  • Must be comfortable working in a matrix environment

  • Proven ability to mentor others

  • Possesses proven and advanced decision making and problem solving skills

  • Ability to manage complex customer situations and requirements

  • Must be able to manage multiple priorities in a fast-paced and complex environment

  • Must be customer focused and sales focused

  • Possesses organization and time management skills

  • Practices attentive and active listening

  • Ability to maintain composure and positive attitude during difficult times.

  • Possesses proven problem solving skills

  • Advanced PC skills required; must be able to work in multiple systems concurrently, often utilizing multiple monitors

  • Familiarity and working knowledge of SAP

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

AvantorĀ® 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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