Customer Support Specialist

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.

About the Role:

We are looking for a customer-focused German Speaker - Customer Support Specialist to join our team. In this role, you will serve as the primary point of contact for German-speaking customers, providing exceptional support and ensuring that inquiries, concerns, and requests are resolved efficiently and professionally. You will work closely with cross-functional teams to deliver a seamless customer experience while maintaining high service standards.

Key Responsibilities:

• Provide professional support to German-speaking customers via email, phone, and other communication channels.

• Act as the primary point of contact for customer inquiries, ensuring timely and accurate responses.

• Manage customer expectations by providing clear communication and updates throughout the resolution process.

• Handle inquiries related to orders, order modifications, returns, shipments, and other customer service requests.

• Investigate and resolve customer concerns by collaborating with internal departments such as Logistics, Sales, Operations, and Supply Chain.

• Monitor and track customer cases to ensure timely follow-up and resolution.

• Maintain accurate records of customer interactions, inquiries, and actions taken.

• Provide customers with information regarding products, order status, delivery updates, and return procedures.

• Adapt solutions to meet customer needs while balancing business requirements and available options.

• Escalate complex issues when appropriate while ensuring customers remain informed of progress.

• Deliver results in line with established service levels and quality standards.

• Identify opportunities to improve customer satisfaction and support process efficiency.

• Work collaboratively with team members and stakeholders to achieve departmental goals and enhance the overall customer experience.

What We're Looking For:

• Fluent German and English language skills, both written and verbal.

• Previous experience in customer service, customer support, order management, or a related field.

• Strong communication and interpersonal skills.

• Excellent problem-solving and decision-making abilities.

• Customer-centric mindset with a passion for delivering outstanding service.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong organizational skills and attention to detail.

• Ability to work effectively with cross-functional teams and stakeholders.

• Proficiency in Microsoft Office applications; experience with SAP or other ERP systems is an advantage.

• Proactive, adaptable, and solution-oriented approach.

• Team player with a positive attitude and commitment to customer success.

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 recruiting@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.

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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.