Job SummaryThe Customer Service Representative, Domestic is responsible for managing accounts within 2 to 4 sales territories, handling incoming customer inquiries and collaborating across inter-departmental groups to collate data. He/she serves as the central point for external customer communications and coordinating customer needs with product management, supply chain, manufacturing and sales.
+ Communicates 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.
+ Understands business goals and customer segmentation.
+ Keeps all functions informed of customer needs.
+ 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.
+ Proactively manages lot reserves.
+ 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.
+ 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.
QUALIFICATIONS (Education/Training, Experience and Certifications)
+ BS/BA Degree in Chemistry or allied science discipline or equivalent experience preferred
+ Customer Service experience preferred
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
+ Detail oriented; strong analytical and problem solving skills.
+ Ability to learn quickly in a fast-paced environment.
+ Must work collaboratively with other internal customers.
+ Able to quickly respond to common inquiries or complaints from customers.
+ Time management skills.
+ Tolerance for ambiguity.
+ Excellent listening skills.
+ Excellent written and verbal communication skills.
+ Excellent presentation skills.
+ Excellent phone manners; must be professional and have the ability to resolve conflict with composure.
+ Strong sense of urgency, initiative, and drive.
+ Strong organization and prioritization skills.
+ Strong competency in Microsoft Office, specifically PowerPoint, Word and Excel.
+ Excellent computer skills; ability to learn new systems quickly and maneuver the internet and internal intranet sites with ease.
The work environment is an office setting. The duties of the job may require the Customer Service Representative to go to the manufacturing facility on occasion.
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.
EEO Statement
Avantor companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
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Avantor? is a leading global provider of integrated, tailored solutions for the life sciences and advanced technology industries. Strengthened by the recent acquisition of VWR, the Company is a trusted partner to customers and suppliers from discovery to delivery. With operations in more than 30 countries and a diverse portfolio that includes more than four million products, Avantor enables customer success through innovation, cGMP manufacturing and comprehensive service offerings. Collectively, we set science in motion to create a better world.
Learn more at www.avantorinc.com and www.settingscienceinmotion.com.

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