Posted 4 days ago
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Description
The Opportunity:
In this role, you will report to the Client Services Supervisor, PMO and will work closely with the Avantor's Clinical Services professionals to serve our customers by performing customized, mission-based lab work and research protocols that help return time back to science.
What we're looking for:
Education:
Bachelor Degree, with 2 -3 years of customer service relevant experience will be a plus
Qualifications:
Demonstrates knowledge, skills, and abilities to meet all requirements of a Specialist - Customer Care Ops with a minimum of 3 years of relevant experience.
Consistently serves as a reliable resource to the team and other EPL employees.
Organizational awareness of how functional teams work together in the daily course of business.
Demonstrated ability to work autonomously and act as a central point of contact for all assignments.
General knowledge of GxP regulations. General knowledge of archiving procedures.
Excellent verbal and written communication skills and ability to follow instructions.
Strong attention to detail with an ability to QC documents and note discrepancies.
Professional and courteous attitude while communicating both internally with Archives' staff and externally with clients.
Detail oriented and well organized.
Ability to perform under pressure in a calm manner with a positive attitude.
Ability to balance and coordinate workload and prioritize multiple projects.
Ability to apply and explain complex information such as regulations, policies, or procedures.
Ability to independently solve problems, perform liaison activities in a work setting and coordinate activities requiring complex arrangements.
Discretion, good judgment, organizational skills, initiative, and ability to work independently with minimal supervision.
Will be subject to and must maintain confidential information related to clients' and Archives' operations.
How you will thrive and create an impact:
We offer a full range of clinical trial services that cover every step, from discovery to delivery. Our portfolio of custom kitting, equipment and ancillary solutions, and biorepository and archiving services stands at the ready - to serve any trial, of any size, anywhere in the world.
In this role you will:
The Senior Specialist - Customer Care Ops is a focal point for all customer communications, regarding requests, questions, estimates, proposals, and new account setup. The Senior Specialist - Customer Care Ops (US) performs a variety of archive functions and should develop a sense of responsibility toward their duties to include the following:
Completion of the orientation program with: An understanding of our work and how it must be completed in compliance with applicable US and OECD regulations and our Standard Operating Procedures An understanding of Chemical Safety and the proper use of safety equipment.
Understanding the Standard Operating Procedures and equipment associated with their duties.
Understanding the significance of Quality Control procedures and performing their work accordingly.
Develop and maintain strong working relationships with clients, vendors, and staff.
Communicate with new and existing clients on a daily basis.
Quickly and effectively answer questions, concerns, and establish new account setup.
Interact with clients concerning projects and service requests, with the ability to create and provide written work orders and proposals.
Be a focal point for all customer communication.
Assist with archives project completion as necessary, providing shipment records to the clients, along with invoices and inventories.
Create invoices for services performed by the Operations Department.
Assist in resolving issues relating to inventories, shipping, and invoicing.
Assist in the training of Specialists.
Determines when customer issues need to be escalated and follows through on resolving issues.
Coordinates customer orders, expedites orders as appropriate, act as the Project Manager on assigned accounts, participate in meetings with customer, address inquiries regarding services, pricing, complaints.
Act as a liaison with the Logistics and Operations departments and provide information on client requests or information that may assist in the setup and shipment of material.
Utilizes MS Office to create, process, and maintain a variety of non-SOP and SOP-compliant documents and administrative records containing technical information.
Compose correspondence including executive, confidential, official and/or legal letters and documents.
Perform other duties as assigned.
INTERNAL REQUIREMENTS:
* Cross-functional Operations experience to include Senior Technician responsibilities.
* Demonstrated ability to perform under pressure in a calm manner with a positive attitude.
* Demonstrated verbal and written English communication skills and ability to follow instructions.
* Demonstrated ability to effectively train associates.
* Experience with transaction work requests is preferred.
* Minimum tenure of 90-days in current role.
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 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.
