Job SummaryProvide 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 about process improvements and issues.
May assist higher level supervisor. MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance) 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, OLE projects, etc.
May take the lead on smaller projects or portions of significant projects. Manages Customer Service representative and Team Lead training and coaching.
Monitors and maintains daily workflow / service levels / activities within the center. Supports quality monitoring program by performing monthly QM assessment, reviewing for trend and improvement opportunities, and providing monthly CCX coaching sessions.
Interacts with multiple departments to ensure cooperation in order to meet the needs of the customer. Makes presentations and represents customer care at various interdepartmental and sales meetings Attends conferences and trade association meetings and reports back on best practices, benchmarking, etc .
Manage 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. 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 maintaining personnel records including performance and attendance. Adheres to and ensures team upholds all safety rules.
maintain composure and positive attitude at all times. Must be confident and strong decision maker with ability to balance customer needs vs.
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 comfortable working in a matrix environment Must be customer and sales focused Must be able to maintain confidentiality 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 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 TalentManagement 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 using the links below.
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