The Opportunity: Avantor is looking for a dedicated Customer Service Representative. The successful Customer Service Representative will be responsible for internal account management for our key customers, managing all customer service queries, advising customers on lead times, and providing a high level of customer service. The role will be a full-time, hybrid position, therefore you will need to be based within a reasonable distance from our Lutterworth, UK office. If you have outstanding communication skills along with a real passion for delivering the best customer service, we want to hear from you The team Avantor’s Customer Service Representative is part of a team of 5 Customer Service Professionals who take pride in ensuring our customers experience the best possible customer journey with us. What we’re looking for Collaboration Tool: Microsoft Word and Excel experience is required Excellent team player Proficient in Excel, SAP will be an advantage but isn’t essential Excellent communication/presentation skills Reliable and confident working with minimal supervision Excellent attention to detail and high-quality focus Ability to work under pressure and strong problem-solving skills. Experience in Customer Relationship role, displaying excellent customer focus The desire to provide consistently high levels of customer service, feeling comfortable with autonomously handling complex queries and questions Demonstrable experience building strong relationships with key customer contacts & key internal stakeholders How you will thrive and create an impact Customer Interaction: Handles inbound sales and customer communications (emails, calls, click-to-chat) regarding service status, challenges, and order processing. Issue Resolution: Owns and resolves customer issues from start to finish, including back orders, returns, and special requests. Research and Troubleshooting: Utilizes complex systems to research and resolve customer problems, ensuring follow-up for resolution. Collaboration: Works closely with the sales team to address pricing and customer concerns, and follows up with relevant departments on outstanding issues. Process Improvement: Identifies opportunities for process improvements and makes recommendations. Decision Making: Makes decisions based on policies and past precedents, seeking guidance when necessary. Performance Metrics: Accountable for meeting performance metrics like schedule adherence, productivity, and quality standards. This role focuses on providing high-quality service to support sales growth and enhance the customer experience. 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 recruitingavantorsciences.com 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.