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 are 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 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 current 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.