Customer Support Sr. Associate

Avantor is looking for a dynamic, forward-thinking, and experienced Associate to provide initial technical product support to customers by handling inquiries and troubleshooting basic technical product-related issues.

This role will be a full-time position based out of our Mauritius office. The associate is responsible for involves processing of customer orders and quotations into the VWR SAP system within agreed service levels. Communicate with customers and VWR associates primarily via email to clarify order details & quotation specifications and ensure all details are understood and customer requirements are fulfilled.

What we’re looking for 

• Education: BS/BA Degree in Chemistry or allied science discipline or equivalent experience preferred
• Customer Service experience preferred
• Flexible to work in shifts (4 pm-1am shift timings).

How you will thrive and create an impact 

• Communicate daily with external customers, manufacturing sites, sales representatives, marketing and other key internal customers and suppliers.
• Serves as the primary contact for any service-related inquiry and understands business goals and customer segmentation.
• Keeps all functions informed of customer needs and Fields incoming customer phone calls and inquiries.
• Visits customer sites as needed on occasion.
• Drives revenue for 2 to 4 assigned territories in partnership with outside sales through expediting urgent orders and sales lead generation.
• Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, complaints, order cancellations, etc.
• Determines when customer issues need to be escalated and follows through on resolving issues.
• Participates on and/or leads cross-functional teams to drive departmental improvements.
  Manages consignment warehouse functions including system receipt, inventory reconciliation and billing.
• Provides training for new employees and works with a variety of business systems including SAP.
• Understands and can easily reference over 10,000 product listings and over 5,000 active customers in a variety of business areas.
• Actively participates in department team activities and contributes to developing and achieving team goals (lot reserves, return goods, call abandoned rate, and other team goals).
• Performs other duties as assigned with or without accommodation.