Customer Service Specialist I

Executes day-to-day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Key responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow-up actions. Responds to customer inquiries about order modifications, returns, or shipping issues, adapting solutions based on current circumstances and available options. Communicates regularly with internal teams (e.g., logistics, sales) to gather necessary information and resolve customer concerns promptly. Provides explanations to customers on product features, order statuses, or returns policies, ensuring clarity and understanding of the solution. Problems and concerns often involve dynamic and evolving situations, requiring the application of past experiences and judgment to find appropriate solutions.

JOB DESCRIPTION

 

Under moderate supervision, conducts general business support, including handling inquiries from external or internal customers, coordinating resolution of customer issues with internal departments, explaining products/services and billing procedures to customers, assisting customers in completing forms and gathering/recording information needed for proper transactions.

**THIS IS NOT A CALL CENTER POSITION**

 

MAJOR JOB DUTIES AND RESPONSIBILITIES

 

• Verify the validity of materials and the effectiveness of pricing in SAP.
• Enter valid orders to initiate product dispatch.
• Generate invoices based on customer requests in SAP.
• Work with the supply chain to ensure product arrival meets the customer’s required delivery date.
• Contact customers to ensure the validity of certificates for chemical products or dangerous goods (DGs).
• Manage and follow up weekly on orders with the customer to ensure complete and on-time deliveries.
• Manage returned or defective products to logistics centers and issue credits to customers.
• Contribute to continuous quality improvements to ensure business compliance.
• Take ownership of customer issues and their resolution.
• Ensure the highest level of customer satisfaction (internal and external).
• Monitor the daily operation of the Customer Service (CS) team and resolve issues.
• Support the creation of SOPs (Standard Operating Procedures) to meet speed and accuracy principles.
• Capable of leading client meetings, drafting formal emails, and maintaining a professional and appropriate approach with customers.
• Able to work with different departments and profiles simultaneously, maintaining a harmonious environment to achieve a common goal.

 

QUALIFICATIONS (Education/Training, Experience and Certifications)

 

• Bachelor's degree, with 2 -3 years of customer service relevant experience will be a plus
• International trade / logistics major or related experiences will be a plus
• SAP knowledge -invoicing, inventory- is a must

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Good interpersonal and communication skills
• Ability to work successfully in a team environment
• Good customer service, analytical and problem-solving skills
• Knowledge of SAP, CRM and Microsoft Office applications
• Self-motivated and demonstrates initiative and result oriented
• Must be able to communicate in English (Verbal and Written)

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.

A frequent volume of work and deadlines impose strain on routine basis.

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

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 recruiting@avantorsciences.com 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.

For more information about equal employment opportunity protections, please view the Know Your Rights poster.

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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.
 

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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.