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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.
The Opportunity
UK Customer Service Associate
Hybrid Office /Home Based
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 work 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.
Department Specific Responsibilities
* Manage full after-sales support within the department, managing 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.
* 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.
* 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.
* Ability to multi-task and meet tight deadlines, use initiative, and focus to ensure that task prioritization and workload management is not compromised.
* Demonstrates 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.
* Effective and comprehensive communication skills, both verbal and written.
* Minimum of 5 years' experience in an office-based customer service role is essential.
* Excellent attention to detail and strong Excel skills essential.
* Good IT skills (MS Office, CRM & SAP would be beneficial).
* 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.
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.
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!
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