Remote Customer Service Representative

Job Summary
Remote Customer Service Representative
Who we 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!

• Paid training period
• Comfort of your own home anywhere in Canada
• Competitive pay – minimum starting salary of $21.50/hr, actual compensation confirmed at time of offer based on experience.
• Tuition reimbursement program
• 10 paid statutory holidays
• Three weeks’ starting vacation entitlement
• Wellness reimbursement program
• Group RRSP with company matching contributions
• Technology/Equipment provided by Avantor
• Paid sick days
• Extended medical, dental, health & vision coverage, paid by Avantor
• Employee Assistance Program
• Employee stock purchase program

What you’ll do:
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…

• Processes, via computer, all customer requests. Utilize multiple and often complex systems, programs, on dual monitors in order to research information.
• Makes recommendations on areas for process improvement.
• 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. 
• Performs other duties as assigned.
• Maintains and attracts potential customers by handling inbound customer communication (calls/emails) relating to the processing, expediting, and troubleshooting of customer orders
• Follows up with sales, suppliers, and customers on any outstanding issues.
• Owns the customer request and experience from initiation to conclusion.
• Looks for opportunities to provide solutions.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• 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

What you’ll need:
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…

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

If this job isn’t for you, perhaps you have a friend who would be a perfect fit?! Feel free to forward this link and encourage them to apply.
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:
We are an Equal Employment/Affirmative Action employer. 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 [email protected] 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.
For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.
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.