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Customer Care Ops Specialist - Project Manager

Company: Avantor
Location: Leesburg
Posted on: May 15, 2022

Job Description:

Job SummaryThe Specialist - Customer Care Ops (US) / Project Manager is a focal point for all customer communications, in regard to requests, questions, estimates, proposals, and new account setup. The Specialist - Customer Care Ops (US) performs a variety of archive functions and should develop a sense of responsibility toward his/her duties to include the following:

1. Completion of the orientation program with:
a. An understanding of our work and how it must be completed in compliance with applicable US and OECD regulations and our Standard Operating Procedures
b. An understanding of Chemical Safety and the proper use of safety equipment.

2. Understanding the Standard Operating Procedures and equipment associated with his/her duties.

3. Understanding the significance of Quality Control procedures and performing his/her work accordingly.Major Job Duties and Responsibilities:

  • Communicates daily with external customers, manufacturing sites, sales representatives, marketing and other key internal customers and suppliers.
  • Serves as the primary contact for any service-related inquiry.
  • Understands business goals and customer segmentation.
  • Keeps all functions advised of customer needs.
  • Fields incoming customer phone calls and inquiries.
  • Develop and maintain strong working relationships with clients, vendors, and staff.
  • Connect with new and existing clients daily. Quickly and successfully 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.
  • 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.
  • Uses 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.
  • Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, complaints, order cancellations, etc.
  • Determines when customer issues need to be parlayed and follows through on resolving issues.
  • Participates on and/or leads cross-functional teams to drive departmental improvements.
  • Performs other duties as assigned with or without accommodation.Qualifications:
    • BS/BA Degree in Chemistry or allied science subject area or equivalent experience preferred
    • Customer Service, Clinical Trial or GLP experience preferredKnowledge Skills and Abilities:
      • Detail oriented; strong analytical and problem-solving skills.
      • Ability to learn quickly in a fast-paced environment.
      • Must work collaboratively with other internal customers.
      • Able to quickly respond to common inquiries or complaints from customers.
      • Time management skills.
      • Tolerance for ambiguity.
      • Excellent listening skills.
      • Excellent communication skills.
      • Excellent presentation skills.
      • Excellent phone manners; must be professional and properly resolve conflict with composure.
      • Strong time management skills, initiative, and drive.
      • Strong organization and prioritization skills.
      • Strong skills in using Microsoft Office, specifically PowerPoint, Word and Excel.
      • Excellent computer skills; ability to learn new systems quickly and maneuver the internet and internal intranet sites with ease.
      • Ability to follow both written and verbal instructions.
      • Excellent verbal and written communication skills.
      • 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.Environmental Working Conditions & Physical Effort:
        • Typically works in an office, laboratory, or archive environment with adequate lighting and ventilation and a normal range of temperature and noise level.
        • The work environment characteristics and physical effort described here are representative of those personnel may encounter while performing the critical functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the necessary functions.
        • Personnel are required to stand and walk for a portion of the working day. The physical requirements of the job are for associates to talk, hear, bend/stoop, squat, crawl, climb height, reach above shoulder height, crouch, kneel, balance, and push/pull.
        • Personnel use both hands for repetitive actions such as grasping and manipulating. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.Benefits:
          • Dental, Vision, and Medical with prescription
          • Spending and savings accounts: Healthcare savings, flexible spending & limited purpose flexible spending.
          • PTO and short and long-term disability coverage
          • Paid parental leave, 401k, stock purchase options and so much more!We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.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 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.

Keywords: Avantor, Leesburg , Customer Care Ops Specialist - Project Manager, Executive , Leesburg, Virginia

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