Customer Service Officer

The Opportunity :

Under moderate supervision, conducts general business support, including handling inquiries from external or internal customers, coordinating resolution of customer issues with internal departments, explaining products / services and billing procedures to customers, assisting customers in completing forms and gathering / recording information needed for proper transactions.

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network

Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.

Owns the customer request and experience from initiation to conclusion.

Researches and resolves customer issues, expedites back orders, handles requests for returns and other 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.

Follows up with Sales team, suppliers, and customers on any outstanding issues.

Makes recommendations on areas for process improvement.

Make decisions based on policies and past precedence, seeking guidance as necessary.

Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.

Performs other duties as assigned.

QUALIFICATIONS (Education / Training, Experience and Certifications)

Min. High school diploma required; Bachelor’s degree a plus

1-3 years applicable experience in a customer relationship type role (sales, call center, etc.)

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

Good interpersonal and communication skills

Ability to work successfully in a team environment

Good customer service, analytical and problem-solving skills

Knowledge of SAP and Microsoft Office applications

Self-motivated and demonstrates initiative and result oriented

Proficient in both Mandarin and English, with strong verbal and written communication skills to liaise effectively with Chinese-speaking associates.

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 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.

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