Associate - Customer Services Na

3 weeks ago

Coimbatore, India Avantor Full time

Job Summary

Entry 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 representative or supervisor.

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

Make changes to or cancel orders/backorders and notify customers as required.

Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).

Initiate file maintenance for corrections to customer file.

Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s).

Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs.

Work closely with internal departments and/or manufacturer to assure commitment to customer is met in a timely manner.

Solicit sale of new or additional services.

Handle irate customers in a professional manner.

Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.

Initiating shipment tracers with carriers.

Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

Undergraduate, Graduate, Diploma or Equivalent Work Experience required

0-8 years of Customer Service experience preferred

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

Excellent customer service skills (friendly, courteous and helpful)

Excellent communication skills (grammar, voice, diction)

Strong customer orientation

Ability to evaluate customer needs, and respond with appropriate action/delivery

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.

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 recognize the value of diverse workforce and aim to create employment opportunities such that all employees achieve their full potential and work in an environment free of discrimination and harassment. We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, caste, color, religious creed, ethnicity, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by central, national, provincial or local laws.

3rd party non-solicitation policy

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