Customer Service Officer

The purpose of the CSO role is to create and maintain strong partnership relationships with customers by helping them to succeed. She/he is responsible for processing customer purchase orders, resolving issues, handling general enquiries, cross referencing, expediting, and communicating with internal teams, suppliers, customers and sales representatives.

The CSO seeks to achieve customer satisfaction in every transaction and can play a key role assisting the sales team to identify ‘solution selling’ opportunities. She/he serves as a liaison with all parties to enable sales growth. The CSO seeks to achieve customer satisfaction in every transaction and can play a key role assisting the sales team to identify ‘solution selling’ opportunities.

What we're looking for:

• Education: Diploma / bachelor's degree, with 2 -3 years of customer service relevant experience will be a plus
• International trade / logistics major or related experiences will be a plus
• Qualification:
• 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
• Must possess the ability to communicate effectively with Chinese counterparts

How you will thrive and create an impart:

• Relationship Development: Increase competitive advantage and drive customer satisfaction by building trust and developing relationships. Add value in every interaction by working together with customers and internal teams to develop beneficial solutions for their business. Provide higher and differentiating value not by what you do – but by ‘How’ you do it. Collaborates (with) and orchestrates the broader internal network
• Business Support Function: Help to drive new and existing opportunities by internally managing customer accounts appropriately. Together with the other departments, develop proactive solutions to create opportunities for selling the Avantor portfolio of products and services.
• Follow up with internal teams (e.g. sales), suppliers, and customers on any outstanding issues and make recommendations internally on areas for process improvement.
• Proactively interact with field sales to ensure regular communication regarding pricing and other customer concerns. Provide high-level quality service, closely aligned with sales, to enable sales growth. Efficiently coordinate information flow. Tracks success rates of KAM and AM bringing orders in for new products
• Co-ordinate with Purchasing, Logistics and Warehouse to achieve on time deliveries at all times.
• Ensure proper documentation and all order management processes are in accordance with corporate policies on revenue recognition, pricing, various import and export regulatory requirements, business ethics and practices
• Ensure timely reporting of orders, sales, inventory and backlog performance
• Identify and respond to customers’ inquiries and ensure resolution to customers’ satisfaction. Handling of customer complaints and managing returns
• Establish good working relationship with both internal and external customers.
• Provide after sales support, feedback and request
• Co-ordinate customer account set up
• Performs other duties as assigned.

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 recruiting@avantorsciences.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.

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