Customer Service Representative
Avantorinc-ch
Heredia, CRI
hace 6 días

Ensure that customers receive the best service possible through processing orders, prepare general correspondence and coordinating other functions as require.

Handle and resolve customer complaints

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

  • Answer and direct all incoming telephone calls.
  • Receive people in the front desk, determine nature and purpose of visit, and direct or escort them to specific destinations.
  • Handle customer support calls.
  • Process SAP orders and EDI orders re-entry.
  • Responsible for invoicing all customer POs in SAP.
  • Translate documents (invoices and DUAs) as required to send them to customers and custom agency.
  • Research and resolve customer problems; respond to customer inquiries about order status, changes, or cancellations.
  • Expedite back orders and handle returns and special requests.
  • Provide Certificate of Analysis and Certificates of Compliance as per customer request.
  • Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
  • Contact customers in order to respond to inquiries or to notify them of status of an order, claim investigation results and any planned adjustments.
  • Resolve customers' service or billing complaints by performing activities such as providing POD’s, verifying invoices, exchanging merchandise, refunding money, and adjusting bills.
  • Process into customs system the entry and deliver of each shipment.
  • Archive all documentation generated in the sales process, including PO s, invoices, outgoing and incoming freights and document translations.
  • Prepare reports as need it.
  • Support Sales Reps and Prepare Quotes.
  • Perform other duties as assigned.
  • QUALIFICATIONS (Education / Training, Experience and Certifications)

  • High school diploma or GED required; Associate’s degree with business concentration preferred
  • Minimum of 1 year of related customer service experience / environment
  • Studies in International Trade is a plus
  • KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

  • Bilingual (English and Spanish)
  • Excellent communication and telephone skills
  • Microsoft office and SAP knowledge
  • Must be customer oriented
  • Organization and time management skills
  • Communication Skills-Verbal and written-capable of providing information concisely and accurately
  • Listening Skills-Must be able to take time to listen and confirm understanding of request
  • Comprehension-Must be able to understand Terms and conditions in Tenders
  • Problem Solving Skills-Ask effective questions to find key indicators to resolve problem
  • Organizational and Time Management Skills-Can handle many tasks and manage time to ensure deadlines are met
  • Ability to work independently
  • Team Player-Willing to help associates when required
  • Must be able to work effectively under pressure-due to deadlines and volume must be able to handle daily stress
  • Computer Skills-Comfort in Windows environment
  • Product and Business Knowledge
  • 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.

    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 25 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.

    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.

    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 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.

    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

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