The Opportunity:

Avantor is looking for a dedicated and experienced Customer Care Supervisor.
This role will provide supervision and technical assistance to customer service team to attain departmental and organizational goals. Ensure customer complaints are resolved in a professional manner. Determine work procedures, work schedules, and workflow for customer service staff. Monitor business and process metrics to measure and manage customer service effectiveness. Conduct meeting with Managers to discuss process improvements and issues. May assist higher level supervisor.

This role will be a full-time hybrid position.

What we’re looking for 

Education: College degree (preferred) or equivalent/applicable experience.Experience: 3-5+ years applicable experience in a customer relationship type role; (sales, military, call center, etc.)Leadership and personnel management experience.Bilingual (English and Spanish).

Who you are:

Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact (calls/emails/click-to-chat) with an Avantor Customer Service Representative at the location.Knowledge of Avantor Systems, processes, and company resources; advanced PC skills and strong knowledge of SAP.Ability to handle high profile issues, complex customer situations, and escalated customer calls; always maintain composure and positive attitude.Must be confident and strong decision maker with ability to balance customer needs vs. company objectives.Resourceful to be problem solver and process improver.Excellent communication skills, both verbal and written.Strong leadership, coaching, and mentoring skills.Ability to drive results and manage multiple priorities in a fast-paced and complex environment.Exceptional analytical and problem-solving skills.Strong time management and organizational skills; ability to prioritize effectively.Must be a team player and be able to work with members of the immediate team, as well as employees outside the organization, while demonstrating the ability to work independently.Must be customer and sales focused.Able to maintain confidentiality.

How you will thrive and create an impact 

Overall responsibility for Customer Service associate performance improvement to meet agreed upon productivity and quality objectives.Responsible for Customer Service associate development.Manages associate hiring, retention, progressive disciplinary process and terminations as necessary.Lead focus teams and pilot projects on areas of improvement. Leads and participates, assists and represents customer service on process improvement initiatives, such as Kaizen, A3 projects, etc. May take the lead on smaller projects or portions of significant projects.Manages Customer Service Representative/Specialist and Team Lead training and coaching.Monitors and maintains daily workflow/service levels/activities within the center.Reviews, monitors, and analyzes metrics. Supports quality monitoring program, reviewing for trend and improvement opportunities, and providing monthly CSR coaching sessions.Interacts with multiple departments to ensure cooperation to meet the needs of the customer.Proactively interacts with sales team, providing high-level, quality service, to enable continued sales growth.Creates presentations and reports and represents customer service at various interdepartmental and sales meetings.Manages system failures and outages; working with IS and Customer Service teams minimizing loss of productivity and customer disruption.Support business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions.May represent Customer Service during customer audits and visits.Manages procedures (SOP), policy, and processes, ensuring applications are understood and followed.Handles most complex escalated calls, complaints, questions, and queries as necessary.Researches the most complex customer issues, determining the cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are maintained.Responsible for the annual performance process of the customer service team associates.Performs other duties as assigned.

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 4.5 kg.

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.

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.