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Customer Service Supervisor

Job SummaryLeads a team of Customer Service Representatives and Team Leads. Leads individuals to overachieve productivity and quality standards while ensuring Avantor policies and practices are correctly followed. Continuously looks for ways to increase the performance, quality and productivity of the associates. Focuses on sales enabling strategies utilizing collaboration across the business and process improvement initiatives.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)
+ Overall responsibility for Customer service associate performance improvement to meet agreed upon productivity and quality objectives.
+ Responsible for Customer Service associate development.
+ Manages associate hiring, retention, progressive disciplinary process and terminations as necessary.
+ Lead focus teams and pilot projects on areas of improvement. Leads and participates, assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc. May take the lead on smaller projects or portions of significant projects.
+ Manages Customer Service representative and Team Lead training and coaching.
+ Monitors and maintains daily workflow/service levels/activities within the center.
+ Supports quality monitoring program by performing monthly QM assessment, reviewing for trend and improvement opportunities, and providing monthly CCX coaching sessions.
+ Interacts with multiple departments to ensure cooperation in order to meet the needs of the customer.
+ Makes presentations and represents customer care at various interdepartmental and sales meetings
+ Attends conferences and trade association meetings and reports back on best practices, benchmarking, etc .
+ Manage system failures and outages; working with IS and Customer Service teams minimizing loss of productivity and customer disruption.
+ Support business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions.
+ May represent Customer Service during customer audits and visits.
+ Handles most complex escalated calls, complaints, questions and queries as necessary. Researches the most complex customer issues, determining the cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are maintained.
+ Responsible for maintaining personnel records including performance and attendance.
+ Adheres to and ensures team upholds all safety rules.
+ Responsible for following and enforcing building procedures.
+ Performs other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)
+ College degree (preferred) or equivalent/applicable experience
+ 3-5+ years applicable experience in a customer relationship type role; (sales, military, call center, etc)
+ 2-3+ years experience with Avantor preferred
+ 1+ years leadership experience
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
+ Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact (calls/emails/click-to-chat) with an Avantor Customer Service Representative at the location
+ Knowledge of Avantor Systems, processes, and company resources; advanced PC skills and strong knowledge of SAP
+ Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintain composure and positive attitude at all times.
+ Must be confident and strong decision maker with ability to balance customer needs vs. company objectives
+ Resourceful to be problem solver and process improver
+ Excellent communication skills, both verbal and written
+ Strong leadership, coaching, and mentoring skills
+ Ability to drive results and manage multiple priorities in a fast-paced and complex environment
+ Exceptional analytical and problem solving skills
+ Strong time management and organizational skills; ability to prioritize effectively
+ Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently.
+ Must be comfortable working in a matrix environment
+ Must be customer and sales focused
+ Must be able to maintain confidentiality
ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
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
Avantor companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
This site is governed solely by applicable U.S. laws and governmental regulations. Use of this site constitutes your consent to application of such laws and regulations and our Privacy Policy.
Avantor? is a leading global provider of integrated, tailored solutions for the life sciences and advanced technology industries. Strengthened by the recent acquisition of VWR, the Company is a trusted partner to customers and suppliers from discovery to delivery. With operations in more than 30 countries and a diverse portfolio that includes more than four million products, Avantor enables customer success through innovation, cGMP manufacturing and comprehensive service offerings. Collectively, we set science in motion to create a better world.
Learn more at www.avantorinc.com and www.settingscienceinmotion.com.

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