Customer Support Sr. Associate

The Opportunity:

Avantor is looking for a dynamic, forward-thinking, and experienced Associate to provide initial technical product support to customers by handling inquiries and troubleshooting basic technical product-related issues.

This role will be a full-time position based out of our Mauritius office. The associate is responsible for involves processing of customer orders and quotations into the VWR SAP system within agreed service levels. Communicate with customers and VWR associates primarily via email to clarify order details & quotation specifications and ensure all details are understood and customer requirements are fulfilled.

What we’re looking for 

• Education: BS/BA Degree in Chemistry or allied science discipline or equivalent experience preferred
• Customer Service experience preferred
• Flexible to work in shifts (4 pm-1am shift timings).

How you will thrive and create an impact 

• Communicate daily with external customers, manufacturing sites, sales representatives, marketing and other key internal customers and suppliers.
• Serves as the primary contact for any service-related inquiry and understands business goals and customer segmentation.
• Keeps all functions informed of customer needs and Fields incoming customer phone calls and inquiries.
• Visits customer sites as needed on occasion.
• Drives revenue for 2 to 4 assigned territories in partnership with outside sales through expediting urgent orders and sales lead generation.
• Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, complaints, order cancellations, etc.
• Determines when customer issues need to be escalated and follows through on resolving issues.
• Participates on and/or leads cross-functional teams to drive departmental improvements.
• Manages consignment warehouse functions including system receipt, inventory reconciliation and billing.
• Provides training for new employees and works with a variety of business systems including SAP.
• Understands and can easily reference over 10,000 product listings and over 5,000 active customers in a variety of business areas.
• Actively participates in department team activities and contributes to developing and achieving team goals (lot reserves, return goods, call abandoned rate, and other team goals).
• Performs other duties as assigned with or without accommodation.

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.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people’s lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom’s voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

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.

Privacy Policy:

We will use the personal information that you have submitted to us in order to consider your application for the relevant role.

Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests.

3rd Party Non-Solicitation Policy:

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.

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