Customer Service Representative

Avantor•Area B (Goat River Valley), BC

3d•CA$44,000 - CA$71,300•Remote

About The Position

Executes day-to-day customer service tasks by following a varied set of procedures to address customer inquiries and issues. Key responsibilities include managing customer expectations, coordinating resolutions across departments, and maintaining accurate records of customer interactions for follow-up actions. Responds to customer inquiries about order modifications, returns, or shipping issues, adapting solutions based on current circumstances and available options. Communicates regularly with internal teams (e.g., logistics, sales) to gather necessary information and resolve customer concerns promptly. Provides explanations to customers on product features, order statuses, or returns policies, ensuring clarity and understanding of the solution. Problems and concerns often involve dynamic and evolving situations, requiring the application of past experiences and judgment to find appropriate solutions. At Avantor, people are the most important part of our success because they drive our global performance. That’s why our Operations, Lab Services, Sales, and many other Avantor teams rely on our talent acquisition initiatives to attract, engage and hire the right talent. Avantor’s Customer Service vertical is a crucial part of this mix, enabling all our internal teams worldwide to grow beyond their limits. This is 100% remote in Canada. The shift that we are offering is 11AM-7PM Eastern (8AM-4PM Pacific).

Requirements

High School diploma is required
Intermediate PC skills required; must be able to work in multiple systems concurrently, utilizing multiple monitors

Nice To Haves

1-3 years’ applicable experience in customer service type role is preferred
SAP, C4C (SAP Cloud), or other CRM tool experience preferred.

Responsibilities

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