Customer Experience Sr. Associate

The Opportunity:

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.

What we’re looking for

Education: Undergraduate, Graduate, Diploma or Equivalent Work Experience required.

Experience: 0-8 years of Customer Service experience preferred.

Preferred Qualification:

- 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

How will you thrive and create an impact:

- 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 of shipment delays 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.