Customer Support Specialist

📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Avantor
• Location: Ebene, Mauritius
• Job Type: On-site, Full-time
• Category: Customer Support
• Date Posted: 2025-07-21
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• Serve as the primary point of contact for customers, addressing their service-related inquiries and ensuring their needs are met.
• Collaborate with internal teams to resolve order processing discrepancies and provide accurate information to customers.
• Generate sales orders and quotations in the SAP system, capturing and entering customer requirements.
• Maintain a customer-centric approach, delivering results that exceed customer expectations.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

💻 Primary Responsibilities

• Customer Interaction: Communicate daily with external customers, understanding their needs and providing accurate information in a user-friendly manner.
• Order Processing: Read, analyze, and understand customer requirements mentioned on the order, and generate sales orders and quotations in the SAP system.
• Discrepancy Resolution: Coordinate and source information from other departments to resolve any discrepancies occurring in sales orders or quotations.
• Internal/External Communication: Interact with the sales team to clarify order processing discrepancies and resolve customer requests/queries via email, fax, and chat.
• Process Improvement: Continuously upskill process knowledge and maintain a dedicated team player approach to achieve team goals and objectives.

📝 Enhancement Note: This role involves a high degree of multitasking and requires strong organizational skills to manage multiple priorities effectively.

🎓 Skills & Qualifications

Education: BS/BA Degree in Chemistry or an allied science discipline, or equivalent experience preferred.

Experience: Customer service experience preferred.

Required Skills:

• Detail-oriented with strong analytical and problem-solving skills.
• Ability to learn quickly in a fast-paced environment.
• Excellent listening, written, and verbal communication skills.
• Excellent phone manners and conflict resolution abilities.
• Strong sense of urgency, initiative, and drive.
• Strong organization and prioritization skills.
• Strong competency in Microsoft Office, specifically PowerPoint, Word, and Excel.
• Excellent computer skills and adaptability to new systems.

Preferred Skills:

• Knowledge of SAP system.
• Familiarity with German language.

📝 Enhancement Note: While not explicitly stated, proficiency in the German language would be beneficial for understanding customer requirements and communicating with internal teams more effectively.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Not specified. For a Customer Support Specialist in Mauritius, the average salary range is approximately MUR 25,000 - 40,000 per month, according to Glassdoor and Payscale.

Benefits:

• Not specified. Avantor offers a comprehensive benefits package, including health, wellness, and retirement plans, as well as employee discounts and other perks.

Working Hours: 40 hours per week, with the possibility of occasional customer site visits.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Mauritius. Candidates should verify the salary and benefits package directly with Avantor.

🎯 Team & Company Context

🏢 Company Culture

Industry: Avantor is a global provider of mission-critical products and services to customers in the pharmaceutical, biotechnology, and healthcare industries.

Company Size: Approximately 14,000 employees worldwide.

Founded: 2010 (as part of Avantor Performance Materials), with a history dating back to 1904.

Team Structure:

• The Customer Support team works closely with various internal departments, such as manufacturing, sales, marketing, and other key functions.
• The team is dedicated to keeping all functions informed of customer needs and serving as the primary contact for any service-related inquiry.

Development Methodology:

• Not specified. However, the role requires strong attention to detail, process knowledge, and the ability to work collaboratively with other internal customers.

Company Website: www.avantorsciences.com

📝 Enhancement Note: Avantor's customer-centric approach and commitment to quality and innovation make it an attractive employer for customer support professionals seeking a dynamic and challenging work environment.

📈 Career & Growth Analysis

Customer Support Specialist Career Level: This role involves handling customer inquiries, generating sales orders, and resolving order discrepancies. It requires strong communication skills, attention to detail, and the ability to manage multiple priorities.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager and works closely with various internal departments.

Technical Impact: This role has a direct impact on customer satisfaction, as it serves as the primary point of contact for service-related inquiries. The Customer Support Specialist plays a crucial role in ensuring that customer needs are met and that order processing discrepancies are resolved promptly.

Growth Opportunities:

• Develop expertise in the SAP system and related processes.
• Gain experience in customer relationship management and account management.
• Build strong relationships with internal teams and key customers, leading to potential career progression within the company.

📝 Enhancement Note: While not explicitly stated, career progression opportunities within Avantor may include roles such as Senior Customer Support Specialist, Customer Support Team Lead, or other related positions.

🌐 Work Environment

Office Type: On-site, office-based environment.

Office Location(s): Ebene, Mauritius.

Workspace Context:

• The work environment is an office setting, with a focus on collaboration and teamwork.
• Customer Support Specialists work closely with various internal departments, requiring strong communication and interpersonal skills.
• The role may involve occasional customer site visits.

Work Schedule: 40 hours per week, with the possibility of occasional overtime or weekend work to meet customer needs.

📝 Enhancement Note: The work environment at Avantor is dynamic and fast-paced, requiring strong adaptability and the ability to manage multiple priorities effectively.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and customer service experience.
2. In-depth interview to discuss problem-solving skills, attention to detail, and process knowledge.
3. Final interview with the hiring manager to evaluate cultural fit and career aspirations.

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation: N/A (not applicable for this role)

ATS Keywords: Customer Support, Customer Service, Order Processing, SAP, Discrepancy Resolution, Communication Skills, Attention to Detail, Problem-Solving, Teamwork, Collaboration, Customer Relationship Management.

📝 Enhancement Note: Candidates should focus on demonstrating their strong communication skills, attention to detail, and problem-solving abilities throughout the interview process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach, with a focus on delivering accurate information in a user-friendly manner.
• Strong communication skills, both written and verbal.
• Attention to detail and a commitment to process knowledge.
• Ability to manage multiple priorities and work collaboratively with internal teams.

Collaboration Style:

• The Customer Support team works closely with various internal departments, requiring strong collaboration and communication skills.
• A dedicated team player approach is essential for achieving team goals and objectives.

📝 Enhancement Note: Avantor's customer-centric culture and commitment to quality and innovation create an environment where Customer Support Specialists can thrive and make a meaningful impact on customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing multiple priorities and customer inquiries simultaneously.
• Resolving order processing discrepancies and ensuring accurate information is provided to customers.
• Upskilling process knowledge and maintaining a strong attention to detail in a fast-paced environment.

Learning & Development Opportunities:

• Gain experience in the SAP system and related processes.
• Develop strong customer relationship management skills.
• Build expertise in order processing and discrepancy resolution.

📝 Enhancement Note: Candidates should be prepared to face the challenges of a dynamic and fast-paced work environment, where strong adaptability and attention to detail are essential for success.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to manage multiple priorities and customer inquiries simultaneously. How did you ensure that all customer needs were met?
• Walk us through a scenario where you had to resolve an order processing discrepancy. What steps did you take to ensure accurate information was provided to the customer?
• How do you stay up-to-date with process knowledge and changes in a fast-paced environment?

Company & Culture Questions:

• Why are you interested in working for Avantor, and what do you think you can bring to our team?
• How do you approach building strong relationships with internal teams and key customers?
• How do you handle feedback or criticism, and what steps do you take to improve your performance?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: Candidates should focus on demonstrating their strong communication skills, attention to detail, and problem-solving abilities throughout the interview process. They should also be prepared to discuss their customer service experience and any relevant transferable skills.

📌 Application Steps

To apply for this Customer Support Specialist position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your customer service experience, communication skills, and attention to detail.
3. Prepare for the interview process by researching Avantor's customer-centric culture and commitment to quality and innovation.
4. Practice common customer service scenarios and be ready to discuss your problem-solving skills and process knowledge.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.