The purpose of the Customer Service Responsible role is to create and maintain strong partnership relationships with customers by helping them to succeed. Person is responsible for processing customer purchase orders, quotes, resolving issues, handling general enquiries, cross referencing, expediting, and communicating with internal teams, customers and sales representatives.
She/he serves as a liaison with all parties to enable sales growth. The SSR seeks to achieve customer satisfaction in every transaction, and can play a key role assisting the sales team to identify ‘solution selling’ opportunities
The purpose of the Customer Service Responsible role is to create and maintain strong partnership relationships with customers by helping them to succeed. Person is responsible for processing customer purchase orders, quotes, resolving issues, handling general enquiries, cross referencing, expediting, and communicating with internal teams, customers and sales representatives.
She/he serves as a liaison with all parties to enable sales growth. The SSR seeks to achieve customer satisfaction in every transaction, and can play a key role assisting the sales team to identify ‘solution selling’ opportunities.
Main responsibilities:
a) responsibility for a selected customer group (E+F customers, reseller)
- Answering customer inquiries (eg delivery date, documents, certificates, price confirmation etc)
- Order management
- Quotes management
- 1st level technical product support
- Close collaboration with local Sales Services teams
b) special customer support via click2chat / online chat support:
- Product search support + 1rst level technical support
- Web shop support (web orders, web quotes)
- Handling of general inquiries, e.g. availability, delivery dates
Academic: University degree, scientific background or business administration, Master Degree is a plus
Experience: 5+ years of experience in a fast paced, customer focused environment, experience in lab environment preferred
Certifications: chemical and/or life science background preferred
Language skills (refer CEFR):
-for Germany: German C1, English B2
-same for all respective countries
IT Skills: SAP (incl. CRM), MS office:
- Demonstrates ability to effectively utilize technology platforms including CRM Tools
- For c2c agents: high IT affinity
Soft Skills:
- Highly customer focused as well as proactive and team focused
- Outstanding interpersonal skills with the ability to comfortably interact with internal and external stakeholders and various client types (e.g. technical, end user, and economic buyers)
- High sense of responsibility and self-starter
- Eager to learn and consistently improve their knowledge
- Thinks outside the box to advance innovation
- Develops better, faster, or less expensive ways to do things
- Open to other's ideas
- Customer focused and motivated to deliver value in every interaction.
- Quickly and effectively solves customer problems.
- Thinks through and analyzes complex problems
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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