Customer Service Representative

3 weeks ago

Greater Toronto Area, Canada Avantor Full time

**Job Summary**:
Intermediate level position; answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives.

**Customer Service** **Represent**ative**

**Who **w**e **are**:
At Avantor (NYSE: AVTR), we set science in motion to create a better world Our portfolio is used in virtually every stage of the most important research, development, and production activities in the industries we serve. 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

**What does **being** an Avantor **Customer Service Representative** mean?**

As a remote Customer Service Representative, you will work fully remote from your home while holding yourself accountable for your success and proactively supporting our customers.

Our team of Customer Service agents like to take charge and find resolution They are confident decision makers and go-getters that put their strengths to use to deliver an exceptional customer experience and make customers happy. They are customer focused, curious, critical thinkers, and love working with others in a virtual setting. If you like to take control of a situation, enjoy problem solving and guiding people to success, this is the role for you

**What we offer you**:
The Customer Service Representative role is fully remote, so you get to work out of the comfort of your home The shift that we are offering is 11AM-7PM Eastern (8AM-4PM Pacific).

We are pleased to offer our team a competitive compensation package and a full complement of employee benefits. We strive to offer benefits that will support our associates in being healthy, happy, and successful. We offer several programs, resources and incentives designed to foster the total health and well-being of you and your family
- Comfort of your own home anywhere in Canada
- Technology/Equipment provided by Avantor
- Competitive pay - minimum starting salary of $21.50/hr, actual compensation confirmed at time of offer based on experience.
- Three weeks’ starting vacation entitlement
- 10 paid statutory holidays
- Paid sick days
- Paid training period
- Extended medical, dental, health & vision coverage, paid by Avantor
- Group RRSP with company matching contributions
- Employee stock purchase program
- Employee Assistance Program
- Wellness reimbursement program
- Tuition reimbursement program

**What you’ll **d**o**:
Customer Service Representative is responsible for 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, and communication with suppliers, customers, and sales representatives. Customer Service Representatives serve as a liaison with all parties to enable sales growth.

Job Duties include
- Owns the customer request and experience from initiation to conclusion.
- Processes, via computer, all customer requests. Utilize multiple and often complex systems, programs, on dual monitors in order to research information.
- Researches and resolves customer issues, expedites back orders, handles returns and special requests. Resolves 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; following up to ensure resolution.
- Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
- Accountable to performance metrics such as schedule adherence, productivity standards and quality standards
- Follows up with sales, suppliers, and customers on any outstanding issues.
- Looks for opportunities to provide solutions.
- Makes recommendations on areas for process improvement.
- Make decisions based on policies and past precedence, seeking guidance as necessary.
- Performs other duties as assigned.

**What you’ll **n**eed**:
Wired internet with speeds meeting 10Mbps download and 4Mbps upload (if multiple devices are using internet during your working hours, add 5Mbps download and 2Mbps upload to the baseline, per device used). Have a designated workspace that is distraction-free and allows you to give your full attention to the customer during your shift.

Qualifications include
- High School diploma is required, College or University degree is preferred
- Intermediate PC skills required; must be able to work in multiple systems concurrently, utilizing multiple monitors
- SAP, Salesforce, or other CRM tool experience preferred.
- 1-3 years applicable experience in customer service type role is preferred

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