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Service Support Representative
2 months ago
Position Overview:
This role is designed for individuals with intermediate experience, responsible for addressing standard inquiries and challenges from both external and internal clients. More intricate customer grievances or issues are typically escalated to senior representatives.PRIMARY RESPONSIBILITIES:
Cultivates and retains potential clients by managing incoming sales and customer interactions (emails, calls, chat) regarding service inquiries or concerns within the network. Facilitates customer communications (calls, emails, chat) in the processing, acceleration, and troubleshooting of orders. Takes ownership of the customer journey from start to finish. Utilizes computer systems to process all customer requests, navigating multiple and often intricate systems to gather necessary information. Investigates and resolves customer issues, expedites back orders, and manages requests for returns and other special considerations. Addresses product or service challenges by clarifying the customer's concerns, identifying the root cause, and selecting the most effective solution; ensures follow-up for resolution. Engages proactively with the sales team to maintain regular communication regarding pricing and other customer-related matters. Delivers high-quality service that aligns closely with sales objectives to foster growth. Coordinates with the Sales Department, suppliers, and clients on any unresolved matters. Identifies opportunities to provide effective solutions. Recommends improvements for processes. Makes informed decisions based on established policies and prior experiences, seeking guidance when necessary. Responsible for meeting performance metrics such as schedule adherence, productivity, and quality standards. Performs additional duties as required.REQUIRED QUALIFICATIONS:
High school diploma is mandatory; a Bachelor's degree is advantageous. 1-3 years of relevant experience in a customer-facing role (sales, call center, etc.)ESSENTIAL SKILLS AND ABILITIES:
Excellent verbal and written communication skills. Ability to collaborate effectively with team members and other departments while demonstrating independence. Strong problem-solving capabilities and resourcefulness. Capacity to manage multiple tasks in a dynamic and complex environment. Good organizational and time management skills. Active listening and attentiveness. Ability to maintain composure and a positive demeanor during challenging situations. Intermediate computer proficiency is essential; must be adept at working with multiple systems simultaneously, often utilizing several monitors. Familiarity with SAP systems is beneficial. In Quebec, bilingualism (English and French) is required, both verbal and written.WORK ENVIRONMENT:
Typically operates in an office setting with adequate lighting, ventilation, and a comfortable temperature and noise level. Work assignments are varied, with past precedents used to address work challenges. New solutions may be developed to tackle issues. A consistent volume of work and deadlines can create pressure on a routine basis. Minimal physical effort is needed; the role is primarily sedentary but may involve walking, standing, bending, reaching, or lifting light objects.
Company Commitment:
At Avantor, we are dedicated to fostering a diverse, equitable, and inclusive culture that supports your career growth and success. We believe in the impact of our work on improving lives and advancing science.
Equal Opportunity Employment:
Avantor is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on any protected characteristic.
