The Opportunity:

Under moderate supervision, provide initial technical product support to customers by handling inquiries and troubleshooting technical product-related issues. Gather information to identify and assess nature of problem. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Handle moderately complex issues.

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

Communicates daily with external customers, manufacturing sites, sales representatives, marketing and other key internal customers and suppliers.

Serves as the primary contact for any service-related inquiry.

Understands business goals and customer segmentation.

Keeps all functions informed of customer needs.

Fields incoming customer phone calls and inquiries.

Visits customer sites as needed on occasion.

Read, analyze and understand the client requirements (Article, Price, Quantity,

etc) mentioned on the customer order ( German language )

Review of the customer instructions to make sure all the customer requirements (Shipping mode & dates, Inco terms, etc.) are met.
Generate Sales Order & Quotations in SAP system by capturing and entering

the customer requirements.

Generate the Quotation in the SAP system by capturing and entering the

customer requirements.

The individual will be responsible for coordinating and sourcing information from other departments (VWR Internal), to resolve any discrepancy occurring in

Sales order or quotations generated

Interact with Sales Team to clarify order processing discrepancies (pricing, etc.).
Capable to resolve internal/external customer requests/queries via email, fax & chat.
Deliver the results as per process requirements
Ability to delight customer above and beyond the call of duty
Must be able to manage multiple priorities
Up skill process knowledge from time to time
Customer centric approach, with ability to provide accurate information in user-friendly manner to the customer
Dedicated team player that will work with others to ensure the team achieves it goals and objectives

QUALIFICATIONS (Education/Training, Experience and Certifications)

BS/BA Degree in Chemistry or allied science discipline or equivalent experience preferred

Customer Service experience preferred

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

Detail oriented; strong analytical and problem solving skills.

Ability to learn quickly in a fast-paced environment.

Must work collaboratively with other internal customers.

Able to quickly respond to common inquiries or complaints from customers.

Time management skills.

Tolerance for ambiguity.

Excellent listening skills.

Excellent written and verbal communication skills.

Excellent presentation skills.

Excellent phone manners; must be professional and have the ability to resolve conflict with composure.

Strong sense of urgency, initiative, and drive.

Strong organization and prioritization skills.

Strong competency in Microsoft Office, specifically PowerPoint, Word and Excel.

Excellent computer skills; ability to learn new systems quickly and maneuver the internet and internal intranet sites with ease.

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

The work environment is an office setting.

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 [email protected] 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.

Privacy Policy:

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 click here 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.

Customer Support Specialist