Customer Experience Associate

About the role

Avantor is seeking a Customer Experience Associate. It is an entry-level position. He/She is responsible for answering routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to a more senior customer service representative or supervisor.

Requirements

• Education: High school diploma or GED required; Associate's degree with business concentration preferred.
• 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 shipments delay 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.
• Solicit sale of new or additional services.
• Handle irate customers in a professional manner.
• Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.
• May initiate shipment tracers with carriers.
• Performs other duties as assigned.
• Disclaimer:
• 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.
• EEO Statement:
• Privacy Policy:
• We will use the personal information that you have submitted to us in order to consider your application for the relevant role.
• 3rd party non-solicitation policy:

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