Customer Service Officer

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.

• Monitor Daily operation of CS team and solve trouble
• Train and support junior CSR to work in a productive/ lean/ efficient way
• Support to set up SOP to meet the spirit of SPEED and ACCURACY
• Check the material validity and price effectiveness in SAP
• Generate quotes upon Accounts Managers’ or customers’ requests in SAP
• Enter valid orders to initiate product shipment
• Working with supply chain to make sure goods arrival to meet customer’s required delivery date
• Contact with customer to make sure the valid certificates for chemical goods or DGs
• Manage orders to ensure complete and on time delivery
• Create on time invoices upon delivery or completion of installation
• Manage returned and defective products to logistic centers and provide credits to customers
• Contribute to continuous quality improvements to ensure business compliance
• Take ownership of customers’ issues and resolutions
• Ensures highest level of customer satisfaction (internal and external)

• Education: Diploma / bachelor's degree, with 1-2 years of customer service relevant experience will be a plus
• International trade / logistics major or related experiences will be a plus
• Qualification:
• Good interpersonal and communication skills
• Ability to work successfully in a team environment
• Good customer service, analytical and problem-solving skills
• Knowledge of SAP and Microsoft Office applications
• Self-motivated and demonstrates initiative and result oriented
• Must possess the ability to communicate effectively with Chinese counterparts

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 [email protected] 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.

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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