Customer Service Specialist I

About the role

Executes day-to-day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Key responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow-up actions. Responds to customer inquiries about order modifications, returns, or shipping issues, adapting solutions based on current circumstances and available options. Communicates regularly with internal teams (e.g., logistics, sales) to gather necessary information and resolve customer concerns promptly. Provides explanations to customers on product features, order statuses, or returns policies, ensuring clarity and understanding of the solution. Problems and concerns often involve dynamic and evolving situations, requiring the application of past experiences and judgment to find appropriate solutions. JOB DESCRIPTION Under moderate supervision, conducts general business support, including handling inquiries from external or internal customers, coordinating resolution of customer issues with internal departments, explaining products/services and billing procedures to customers, assisting customers in completing forms and gathering/recording information needed for proper transactions. **THIS IS NOT A CALL CENTER POSITION* * MAJOR JOB DUTIES AND RESPONSIBILITIES Verify the validity of materials and the effectiveness of pricing in SAP. Enter valid orders to initiate product dispatch. Generate invoices based on customer requests in SAP. Work with the supply chain to ensure product arrival meets the customer's required delivery date. Contact customers to ensure the validity of certificates for chemical products or dangerous goods (DGs). Manage and follow up weekly on orders with the customer to ensure complete and on-time deliveries. Manage returned or defective products to logistics centers and issue credits to customers. Contribute to continuous quality improvements to ensure business compliance. Take ownership of customer issues and their resolution. Ensure the highest level of customer satisfaction (internal and external). Monitor the daily operation of the Customer Service (CS) team and resolve issues. Support the creation of SOPs (Standard Operating Procedures) to meet speed and accuracy principles. Capable of leading client meetings, drafting formal emails, and maintaining a professional and appropriate approach with customers. Able to work with different departments and profiles simultaneously, maintaining a harmonious environment to achieve a common goal. QUALIFICATIONS (Education/Training, Experience and Certifications) Bachelor's degree, with 2 -3 years of customer service relevant experience will be a plus International trade / logistics major or related experiences will be a plus SAP knowledge -invoicing, inventory- is a must KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) Good interpersonal and communication skills Ability to work successfully in a team environment Good customer service, analytical and problem-solving skills Knowledge of SAP, CRM and Microsoft Office applications Self-motivated and demonstrates initiative and result oriented Must be able to communicate in English (Verbal and Written) 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. 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 divers

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