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About the Role

Avantor's Customer Service vertical is a crucial part of our talent acquisition initiatives, enabling all our internal teams worldwide to grow beyond their limits. This role is 100% remote in Canada.

Responsibilities

• Processing customer purchase orders
• Resolving order-related issues
• Handling internal and external customer inquiries
• Cross-referencing products and offering substitutes to increase revenue
• Expediting shipments
• Communication with suppliers, customers, and sales representatives
• Serving as a liaison with all parties to enable sales growth
• Maintaining and attracting potential customers by handling inbound customer communication (calls/emails) relating to the processing, expediting, and troubleshooting of customer orders in both French and English
• Owning the customer request and experience from initiation to conclusion
• Processing, via computer, all customer requests
• Utilizing multiple and often complex systems, programs, on dual monitors in order to research information
• Researching and resolving customer issues, expediting back orders, handling returns and special requests
• Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Proactively interacting with outside sales force to ensure regular communication on pricing and other customer concerns
• Providing high-level, quality service, closely aligned with sales, to enable sales growth
• Accountability to performance metrics such as schedule adherence, productivity standards and quality standards
• Following up with sales, suppliers, and customers on any outstanding issues
• Looking for opportunities to provide solutions
• Making recommendations on areas for process improvement
• Making decisions based on policies and past precedence, seeking guidance as necessary
• Performing other duties as assigned

Requirements

• High School diploma is required
• 1-3 years’ applicable experience in customer service type role is preferred
• Bilingual French/English verbal and written required
• Intermediate PC skills required; must be able to work in multiple systems concurrently, utilizing multiple monitors
• SAP, C4C (SAP Cloud), or other CRM tool experience preferred

Location

• Canada

Work Type

• Remote
• Full-time

Experience Level

• 1-3 years

Education Level

• High School diploma

Salary/Compensations

• $44,000.00 - $71,300.00

About the Company

• Avantor®, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries.
• Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve.
• One of our greatest strengths comes from having a global infrastructure that is strategically located to support the needs of our customers.
• Our global footprint enables us to serve more than 225,000 customer locations and gives us extensive access to research laboratories and scientists in more than 180 countries.
• We set science in motion to create a better world.

Equal Opportunity

• 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.