Remote Customer Service Representative

The Opportunity:

The Customer Service Representative is responsible for processing customer purchase orders, resolving issues, handling inquiries, cross-referencing, expediting, and communicating with suppliers, customers, and sales representatives. Serves as a liaison with all parties to enable sales growth. We are looking for remote agents who are initiative-taking, confident decision-makers, and self-starters who know their strengths. If you like to take control of a situation, enjoy problem-solving, and guiding people to success, this is the role for you.

As a remote Customer Service Representative, you will work from home, hold yourself accountable for your success, and proactively support our customers. You are customer-focused, curious, and enjoy working with others in a virtual setting.

What we're looking for

Education:

High school diploma or GED required; bachelor's degree a plus.

Experience:

Minimum 1-year consecutive call/contact center experience. CRM experience preferred, Salesforce, C4C preferred, etc.

* Experience as a Key Account Representative managing high-value, strategic clients, with a focus on relationship management, retention, and revenue growth, is a plus.

* KPI and metric experience.

Preferred Qualifications:

* Strong verbal and written communication skills.

* Collaborate with members of the immediate team and employees outside the organization, while demonstrating the ability to work independently.

* Must be comfortable working in a matrix environment.

* Critical thinking skills and resourcefulness.

* Must be customer- and sales-focused.

* Must be able to manage multiple priorities in a fast-paced, complex environment.

* Possess organizational and time management skills.

* Attentive and active listening.

* Ability to maintain composure and a positive attitude during challenging times.

* Intermediate PC skills required: must be able to work across multiple systems concurrently, often using multiple monitors.

* Familiarity with the SAP system is helpful.

How you will thrive and create an impact

* Maintains and attracts potential customers by managing inbound sales and customer communications (calls/emails/click-to-chat) regarding service status or network issues.

* Manages inbound sales and customer communications (calls/emails/click-to-chat) to process, expedite, and troubleshoot customer orders.

* Owns the customer request and experience from initiation through conclusion.

* Process all customer requests via computer. Uses multiple, often complex systems and programs to research information.

* Researches and resolves customer issues, expedites back orders, and handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.

* Proactively interacts with the outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-quality, sales-aligned service to drive sales growth.

* Follows up with sales, suppliers, and customers on any outstanding issues.

* Seeks opportunities to offer solutions.

* Makes recommendations on areas for process improvement.

* Make decisions based on policies and past precedents, seeking guidance as necessary.

* Accountable for performance metrics such as schedule adherence, productivity standards, and quality standards.

* Performs other duties as assigned.

* 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!

Pay Transparency:

The expected pre-tax pay for this position is

$41,000.00 - $66,125.00

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

EEO Statement:

We are an Equal…