Job Description

The Opportunity:
Avantor is looking for a Senior Associate for the Bids & Quotes NA team. It is an intermediate-level position. He/She is responsible for providing initial technical product support to customers by handling inquiries and troubleshooting basic technical product-related issues. Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level technical product support specialists or management.
They should be part of a multi-disciplinary team providing direct technical support to our customers and sales associates via call, chat, and email. The team consists of associates from a variety of scientific specialties, including Life Sciences (Microbiology, Molecular and cell biology, Biochemistry & Biotechnology)
What we're looking for
Education: Minimum of an Undergraduate/bachelor's in science (Biotechnology & Industrial BT, Microbiology, Biochemistry, Applied/Advanced microbiology, Bioinformatics, Nanotechnology, Bio-Medical Eng/Instrumentation).
Experience: Preferably with HPLC/chromatography/NGS experience.
Preferred Qualifications:
Practical Laboratory experience is preferred.
Excellent Communication Skills with telephone etiquette. Preferably with customer service experience.
Proficiency in Microsoft Office - MS Word and MS Excel
Positive attitude towards work, team, learning and taking up initiatives/tasks.
Customer centric approach, with ability to provide accurate information in user friendly manner to both technical and non-technical purchasers.
Awareness of the sales process and a commercial understanding of the service
Eye for details and accuracy of information supplied.
Ability to comprehend the technical enquiry, analyze, probe to understand thecustomer requirement and ensure complete information before formulating a response.
Competencies:
Analytical and Critical Thinking
Collaboration & Teamwork
Continual Improvement and Innovation
Customer Focus
Developing People
Driving Results
Adhere to Avantor's policies, procedures, rules, and guidelines.
Always uphold Avantor Culture and Values.
How will you thrive and create an impact:
Provide Pre & Post sales assistance relating to our product range to customers
via Hotline/Live Chat or E-Mail. To make the greatest use of technical expertise and experience, team members divide up incoming inquiries, but they also should have a readiness to broaden their knowledge and address a range of inquiries.
Maximize opportunity to achieve sales by;
o Identifying products based on end user's specifications & application
o Suggesting alternatives to unavailable products
o Providing technical information about Avantor product ranges
o Providing first line troubleshooting for equipment & instruments
o Up selling of products and services where possible
Maintain a database of supplier product information, specifications, and certificates.
Build relationship with sales staff and customer service associates to ensure continuity of service provided.
Ability to produce results in a pressurized environment, within agreed service levels and the ability to follow through on all commitments.
Mentor team members and lead small groups within the team.
Perform Quality Audits & Checks.
Involve in Product & Process training for new hires.
Perform Root Cause Analysis on customer complaints and take necessary actions.
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 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.
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