Customer Care Representative (On-Site)

Job Summary

Avantor/NuSil, in Carpinteria, CA is HIRING! Do you enjoy providing excellent customer service? We are hiring an on-site Customer Care Representative. This is an 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. Provides admin support to a team of 10 customer service representatives.

What We're Looking For

• Experience: 1-3 years applicable experience in a customer relationship type role (customer service, call center, etc.)
• Skills: SAP and MS Office Suite are a plus (Excel and Word)
• Education: High school diploma required; Bachelor's degree a plus

How You Will Thrive And Create An Impact

• Performs other duties as assigned.
• 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 Department, and customers on any outstanding issues.
• Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls) relating to service status or challenges, concerns, issues within the network.
• 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.
• Owns the customer request and experience from initiation to conclusion.
• Makes recommendations on areas for process improvement.
• Handles inbound sales and customer communication (calls, emails) in the processing, expediting, and troubleshooting of customer orders.
• 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.
• Looks for opportunities to provide solutions.
• Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.

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

• Ability to maintain composure and positive attitude during difficult times
• Good organization and time management skills
• Familiarity with SAP system helpful
• Attentive and active listening abilities
• Strong communication skills, both verbal and written
• Ability to work with members of the immediate team, as well as employees in other departments, while demonstrating the ability to work independently
• Proven problem-solving skills and resourcefulness
• Intermediate computer skills required; must be able to work in multiple systems concurrently, often using multiple monitors
• Ability to manage multiple priorities in a fast-paced and complex environment

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.

A frequent volume of work and deadlines impose strain on routine basis.

Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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!

Pay Transparency

The expected pre-tax pay for this position is

$38,300.00 - $63,800.00

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

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.