Customer Experience Sr. Associate

Avantor is looking for a Customer Experience Sr. Associate. The role is to provide dedicated support to a specific area or customer base within the business alongside general customer service responsibilities. This incorporates both routine customer service functions and additional areas of dedicated support where required to include the following:

Business & Operational motivated to deliver value for the customer and the business through their own drive and knowledge of customer service processes and services.

Knowledge & Experience knowledge of operational systems and practices typically gained through experience and/or education.

Decision-Making & Complexity Ability to work independently to above average level, proposes solutions to problems by drawing from prior experiences, or analysis.

Accountability & Impact Delivers on routine customer service objectives escalates more complex issues when required to the appropriate level with moderate deviation from standard practice.

Propose Solutions Understands the day-to-day issues and complexities of their department and brings well thought out ideas for strategic improvement or long-term solutions to their team leader and the management team.

What we're looking for

Experience: Minimum 1 year of experience in an office-based, customer-facing Customer Service role is essential.

Preferred Qualification:

• Self-motivated with a high level of attention to detail and focus.

• Demonstrates initiative when appropriate and able to identify when to escalate for approval or awareness.

• Confident to work in a team dynamic and individually when required to support personal, team and company objectives. Supports team manager and colleagues in achieving company strategy and goals.

• Ability to multi-task, meet tight deadlines and prioritize workload management without compromising standards.

• Embody the values of respect, accountability, customer centricity, time management, punctuality and attendance

• Demonstrate flexibility to support the wider business when required to include projects and focus groups outside your usual role and share your knowledge with your team

• Effective & comprehensive communication skills, both verbal and written. Ability to operate and communicate effectively when under pressure is imperative

• Excellent attention to detail and strong Excel skills essential

• Experience of working for a complex global company is desirable

• Excellent IT skills (MS Office, CRM & SAP would be beneficial)

• Good presentation skills (previous experience of PowerPoint) would be advantageous

• Knowledge of laboratory equipment & supplies an advantage but not essential

How will you thrive and create an impact:

• Daily management of incoming requests from customers (via Calls, Chats & email tickets) and (or on their behalf from our associates), resolving requests swiftly to enhance customer experience within the parameters of our procedures and business strategy.

• Offering our online services and web functions for self-serve options wherever appropriate.

• Respond proficiently and effectively with the highest standards of verbal and written communication, with the ability to adjust according to the method of communication and the audience. Excel uses tools including email, click to chat and phone, with both external and internal contacts.

• Manage all incoming requests within the C4C system procedures and best practice guidelines.

• Proactively educate customers to take self-serve actions confidently and push back when required to ensure support for business growth of digital accounts.

• Be fully informed and confident in the tools and functions available to reduce future touch points with customers.

• Facilitate both customer and company objectives whilst working in line with Avantor's ICARE Values.

• Drive performance with a focus on business results and measurement of KPIs, and contribute to assessment of problems and issues for continuous improvement. Ability to give insights and suggestions in an ABS setting such as TDM, Problem Solving or Kaizen.

• Highlight areas of non-conformance and service complaints by following standard procedures for the process and carry out investigation in line with KPI for turn-around time and to meet customers expectations for a swift resolution.

• Support health and safety in the workplace, including associate wellbeing, and adhere to the company code of conduct. Raise any areas of concern immediately with line manager or HR.

• Ensure all business is transacted within the parameters of the Avantor policy and procedure.

• Undertake any additional customer service duties and tasks as may be required, subject to provision of appropriate training.

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!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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We will use the personal information that you have submitted to us in order to consider your application for the relevant role.

Your privacy is important to us. Please for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests.

3rd party non-solicitation policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation