Customer Service Representative (M/F/D)

The Opportunity:

UK Customer Service Associate

Hybrid Office /Home Based

Job Summary

Avantor has long been the leading global, independent provider of product and service solutions to laboratory and production customers, enabling science for customers in the pharmaceutical, biotechnology, industrial, education, government, and healthcare industries.

In 2017, VWR was acquired by Avantor, a global supplier of ultra-high-purity materials and customized solutions for the life sciences and advanced technology industries. Avantor’s expansive channel access and deep customer relationships strengthens Avantor’s abilities, adding a vital new dimension to the full scope of solutions we can provide—from discovery to delivery.

We have a vacancy for a Customer Service Associate to join our team based on a hybrid contract combining the flexibility of both remote home working and office-based contract with a minimum of 2 working days a week at our office in Lutterworth, Leicestershire. You would need to attend our head office in Lutterworth UK for basic training, reviews, and additional meetings when required.

ROLE OVERVIEW

The role of a Customer Service Associate is to provide dedicated support to a targeted area or customer within the business alongside general customer service responsibilities. This incorporates the basic customer service functions with additional areas of dedicated support where required to include the following:

Business & Operational: Support associates to deliver value for the business through their own effort and knowledge in customer service processes and services.

Knowledge & Experience: Requires 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 customer service objectives that are non-routine, escalates more complex issues when required to the appropriate level with moderate deviation from standard practice.

Proposes Solutions: Understands the day-to-day issues and complexities of their department and brings well-thought-out ideas for resolutions to their team leader and the management team.

DEPARTMENT SPECIFIC RESPONSIBILITIES:

• To manage full after-sales support within the department, manage workload within challenging response times.
• Provide support for Customers, Specialists, and Account Managers to facilitate all objectives and provide a high level of customer service in line with Avantor’s ICARE Values.
• Open order management, business reports, and core tasks handled in a timely manner.
• Liaise with the operations team, procurement, and carriers to arrange delivery/collection of goods and proactively assess risks and potential site issues to manage customer expectations.
• Report all non-conformances.
• Investigate any queries on orders, lead time and delivery specifications, Billing, Invoicing, and financial queries.
• Highlight areas of non-conformance through the company compliance process and provide investigation in line with company KPI to escalate when required to achieve swift resolution.

• Establish relationships with customers to ensure support for business growth.
• To work with the field-based teams to help drive sales activity and business growth when required.
• Support health and safety in the workplace, manage personal well-being and psychological safety, and adhere to company code of conduct. Flag areas of concern immediately.
• Ensure all business is transacted within the parameters of the Avantor policy and procedure.

SKILLS, KNOWLEDGE & EXPERIENCE:

• Self-motivated and demonstrates initiative by driving a result-oriented mindset.
• Confident to work in a team dynamic and individually when required to support personal, team, and company objectives. Supports team manager and team colleagues.
• Ability to multi-task and meet tight deadlines, use initiative, and focus to ensure that task prioritization and workload management is not compromised.
• Manages business commitments demonstrating 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 knowledge with your team.
• Effective & comprehensive communication skills, both verbal and written. Ability to communicate effectively when under pressure in all situations is imperative.
• Minimum of 5 years’ experience in an office-based customer service role is essential as you will be working with mid-size to major customers.
• Excellent attention to detail and strong Excel skills essential.
• Experience of working on large scale projects is desirable.
• Good IT skills (MS Office, CRM & SAP would be beneficial).
• Good presentation skills (previous experience of PowerPoint would be advantageous).
• Knowledge of laboratory equipment & supplies is an advantage but not essential.

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!