Customer Service Lead /Líder De Servicio Al Cliente

The Opportunity:

Avantor is looking for a dedicated Customer Service Lead /Líder de Servicio al Cliente. This position is located onsite in Mexico City near The World Trade Center.
Supervise customer support team. Responsible for resolving basic to complex customer support issues for customers. Coordinates and leads daily team activities to meet departmental goals and implement processes regarding quality, productivity, and issue resolution. Monitor team performance to achieve maximum client satisfaction levels. Resolve escalated issues and establish department procedures. Train and mentor team members. May spend a portion of time performing the work of those they supervise. Assist with management decisions and activities. May assist higher level supervisor.

THE OPPORTUNITY:
Leads a team of Customer Service Associates. Leads individuals to overachieve productivity and quality standards while ensuring Avantor/VWR 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. Provide s supervision and technical assistance to customer service team to attain departmental and organizational goals. Ensure s customer complaints are resolved in a professional manner. Monitor s business and process metrics to measure and manage customer service effectiveness. Conduct s meeting with Managers to discuss process improvements and issues.

WHAT WE'RE LOOKING FOR:

• College degree (preferred) or equivalent/applicable experience

• Must be able to communicate in English C1 (Verbal and Written)

• C1:
  Can understand and express complex ideas spontaneously with some degree of fluency and can properly organize sophisticated text and communicate with substantial detail.

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 preferred

THOSE NECESSARY TO PERFORM THE JOB COMPETENTLY:

• Ability to lead individuals and manage Avantor/VWR processes to ensure that customers receive a quality customer experience when they interact (calls/emails/click-to-chat) with a Customer Service associate.

• Knowledge of Avantor Systems, processes, and company resources;
  advanced computer skills and strong knowledge of SAP

• Ability to handle high profile issues, complex customer situations, and escalated customer calls;
  always maintain composure and positive attitude.

• Must be confident and strong decision maker with ability to balance customer needs vs. company objectives.

• Resourceful problem solver and process improver

• Excellent communication skills, both verbal and written.

• Strong leadership, coaching, and mentoring skills

• Strong Organizational &
  Time Management skills to prioritize tasks and meet deadlines

• 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.

• Thorough attention to detail.

• Ability to take charge and be proactive.

• Must be customer and sales focused

• Must be able to maintain confidentiality

HOW YOU WILL THRIVE AND CREATE AN IMPACT

• Overall responsibility for Customer Service associate performance to meet productivity and quality metrics/goals.

• Responsible for Customer Service associate development and performance management.

• Supports associate hiring, retention, progressive disciplinary process and terminations as necessary.

• Leads, participates, and represents customer service in ABS process improvement initiatives, such as A3s, Kaizens, etc.

• May take the lead on smaller projects or portions of significant projects.

• Manages Customer Service associate training and coaching.

• Monitors and maintains daily workflow/service levels/activities within the team.

• Supports quality monitoring program by performing monthly QM assessment, reviewing for trends and improvement opportunities, and providing monthly coaching sessions.

• Manages system failures and outages;
  working with IT 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.

• Handles escalated complaints, questions, and queries as necessary. Research complex customer issues, determining the root cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are maintained.

• Performs other duties as assigned.

ENVIRONMENTAL WORKING CONDITIONS &
PHYSICAL EFFORT (Under typical positions)

• Typically works in an office environment or remote 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 a 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.

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.

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.

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.

Avantor, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education &
government, and advanced technologies &
applied materials industries. Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve. One of our greatest strengths comes from having a global infrastructure that is strategically located to support the needs of our customers. Our global footprint enables us to serve more than 225,000 customer locations and gives us extensive access to research laboratories and scientists in more than 180 countries. We set science in motion to create a better world.

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