Senior Customer Service Representative

About the role

Executes a range of complex customer service tasks, often requiring interpretation of customer needs and deviation from standard procedures to find the best solutions. Key responsibilities include troubleshooting complex issues, identifying patterns in customer concerns, and implementing improved processes. Communicates with internal teams (e.g., sales, product management) and external contacts (e.g., vendors, third-party suppliers) to gather information, resolve issues, and support customers. Solves issues such as escalated customer complaints or order discrepancies, leveraging in-depth knowledge of company policies and products or services. Regularly engages with both internal stakeholders and customers to ensure that solutions are not only effective but also in line with customer expectations and company goals. MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance) Assists with the day to day management of the team, filling in for supervisor during absence. Mentors the team, assisting in the coaching, training and development of both new and current associates. Provides input into the establishment of work schedules; Ensures that the work schedules are correctly adhered to, jobs are completed properly, and day to day workload changes are communicated to the scheduling team to support business needs. Serves as a positive influence for the team, motivating and inspiring the team to surpass their potential. Creates sense of ownership within the employees. Facilitates communication among team members and supervisors. Makes recommendations on areas of improvement. Participates, assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc. May take the lead on smaller projects or portions of significant projects. Proactively interacts with outside sales force, providing high-level, quality service, to enable continued sales growth. Provides feedback to peers and management regarding opportunities, processes, and areas of improvement. Provides feedback to management on employee performance. Prioritizes urgent matters, escalating issues to proper level to ensure resolution. Conducts root cause analysis to address issues and problem escalation. Computers, monitors and analyzes metrics. Communicates industry and brand knowledge to associates. Supports SOP, policy, and processes, ensuring applications are understood and followed. Handles escalated calls, complaints, questions and queries as necessary. Researches the most complex customer issues, determining the cause of the problem. Follows up with the customer, internal and external contacts, etc. to ensure resolution. Interacts with multiple departments to ensure cooperation in order to meet the needs of the customer. 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 on an as needed basis ensuring business continuity. Completes all necessary records and reports in a timely and accurate fashion. Performs other duties as assigned. QUALIFICATIONS (Education/Training, Experience and Certifications) High school diploma or GED required; Bachelor degree preferred 3-5 years applicable experience in a customer relationship type role (sales, military, call center, etc) 2-3+ years experience with VWR preferred KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) Strong decision making and leadership/coaching/mentoring skills. Ability to drive results Strong knowledge of customer care techniques and processes Must be able to manage multiple priorities in a fast-paced and complex environment Ability to maintain composure and positive attitude during difficult times Exceptional analytical and listening skills Excellent communication skills, both verbal and written Advanced PC skills required; must be able to work in multiple systems concurrently, often utilizing multiple monitors; Strong knowledge of SAP Strong time management and organizational skills; ability to prioritize effectively 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 Ability to manage complex customer situations and requirements Must be customer focused Must be able to maintain confidentiality Possesses proven problem solving skills 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+ as

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