📍 Job Overview

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

🚀 Role Summary

• Key Responsibilities: Handle customer inquiries and troubleshoot technical product-related issues, serve as the primary contact for service-related inquiries, and coordinate with internal teams to resolve discrepancies.
• Key Skills: Customer service, technical support, problem-solving, analytical skills, communication skills, time management, detail-oriented, team player, Microsoft Office, SAP, conflict resolution, customer-centric approach, presentation skills, listening skills, organizational skills, adaptability.

💻 Primary Responsibilities

• Customer Interaction: Communicate daily with external customers, manufacturing sites, sales representatives, marketing, and other key internal customers and suppliers. Serve as the primary contact for any service-related inquiry.
• Order Processing: Read, analyze, and understand client requirements mentioned on the customer order in German. Review customer instructions to ensure all requirements are met. Generate sales orders and quotations in the SAP system by capturing and entering customer requirements.
• Issue Resolution: Troubleshoot technical product-related issues, gather information to identify and assess the nature of the problem, and recommend solutions. Handle moderately complex issues.
• Team Collaboration: Coordinate and source information from other departments to resolve any discrepancies occurring in sales orders or quotations generated. Interact with the sales team to clarify order processing discrepancies.
• Customer Support: Resolve internal/external customer requests/queries via email, fax, and chat. Deliver results as per process requirements and delight customers above and beyond the call of duty.

🎓 Skills & Qualifications

Education: A BS/BA Degree in Chemistry or an allied science discipline is preferred. Equivalent experience may be considered.

Experience: Customer service experience is preferred.

Required Skills:

• Detail-oriented
• Strong analytical and problem-solving skills
• Ability to learn quickly in a fast-paced environment
• Excellent written and verbal communication skills
• Excellent presentation skills
• Excellent phone manners and ability to resolve conflict with composure
• 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 ability to learn new systems quickly

Preferred Skills:

• Knowledge of SAP system
• Fluency in German

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

💵 Compensation & Benefits

Salary Range: Not specified. For a Customer Support Specialist role in Mauritius, the average salary range is approximately 30,000 - 50,000 MUR (Mauritian Rupee) per annum, based on industry standards and regional cost of living.

Benefits: Not specified. Benefits may include health insurance, retirement plans, and other standard employee benefits.

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

🎯 Team & Company Context

Company Culture: Avantor is an equal opportunity employer committed to helping employees grow their careers through diverse, equitable, and inclusive culture, learning experiences, and a focus on creating a better world through science.

Team Structure: The Customer Support team works collaboratively with other internal customers, including manufacturing sites, sales representatives, marketing, and key suppliers. The team serves as the primary contact for any service-related inquiry and keeps all functions informed of customer needs.

Development Methodology: Not specified. However, the role requires strong problem-solving skills, adaptability, and the ability to work in a fast-paced environment, suggesting an agile or lean approach to customer support.

Company Website: www.avantorsciences.com

📝 Enhancement Note: The company's commitment to diversity, equity, and inclusion, as well as its focus on helping employees grow their careers, suggests a supportive and collaborative work environment that values employee development.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to intermediate position in customer support, focusing on handling customer inquiries and troubleshooting technical product-related issues. The role offers opportunities for growth in customer service, technical support, and potentially into team leadership or specialized roles within the organization.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager or a similar role within the organization.

Technical Impact: The role has a direct impact on customer satisfaction and retention by providing efficient and effective solutions to customer inquiries and troubleshooting technical product-related issues. The role also contributes to the overall success of the organization by maintaining strong relationships with customers and ensuring their needs are met.

Growth Opportunities:

• Develop expertise in specific product lines or customer segments
• Progress into team leadership or management roles within the customer support department
• Explore opportunities in related fields, such as technical support, sales, or marketing, based on the organization's needs and the employee's interests and skills

📝 Enhancement Note: The role's focus on customer support and problem-solving skills provides a strong foundation for growth within the customer support department and potentially into other areas of the organization.

🌐 Work Environment

Office Type: On-site, with the possibility of occasional visits to customer sites.

Office Location(s): Ebene, MUS

Workspace Context:

• Collaborative work environment with other internal customers, including manufacturing sites, sales representatives, marketing, and key suppliers
• Access to necessary tools and resources, such as the SAP system, Microsoft Office, and other relevant software
• Opportunities for professional development and growth within the organization

Work Schedule: 40 hours per week, with the possibility of occasional visits to customer sites. The work schedule may include evenings, weekends, or holidays, depending on customer needs and business requirements.

📝 Enhancement Note: The on-site work environment and collaborative nature of the role suggest a dynamic and engaging work setting that prioritizes customer satisfaction and teamwork.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, customer service experience, and problem-solving abilities.
2. Behavioral Interview: A more in-depth discussion focusing on customer service scenarios, problem-solving techniques, and adaptability in a fast-paced environment.
3. Final Interview: A meeting with the hiring manager or a panel of interviewers to discuss the candidate's fit for the role, cultural alignment, and potential within the organization.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Customer Service, Technical Support, Problem Solving, Analytical Skills, Communication Skills, Time Management, Detail Oriented, Team Player, Microsoft Office, SAP, Conflict Resolution, Customer Centric, Presentation Skills, Listening Skills, Organizational Skills, Adaptability

📝 Enhancement Note: The interview process focuses on assessing the candidate's customer service skills, problem-solving abilities, and cultural fit, with a strong emphasis on communication and adaptability in a fast-paced environment.

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

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach, with a focus on delighting customers above and beyond the call of duty
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Excellent phone manners and ability to resolve conflict with composure
• Strong sense of urgency, initiative, and drive
• Strong organization and prioritization skills
• Collaborative team player who works well with others to ensure the team achieves its goals and objectives

Collaboration Style:

• Collaborative work environment with other internal customers, including manufacturing sites, sales representatives, marketing, and key suppliers
• Strong focus on customer satisfaction and problem-solving in a fast-paced environment
• Opportunities for professional development and growth within the organization

📝 Enhancement Note: The customer support team's focus on customer satisfaction, problem-solving, and collaboration suggests a dynamic and engaging work environment that prioritizes strong communication skills and adaptability in a fast-paced environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling moderately complex customer inquiries and troubleshooting technical product-related issues
• Working in a fast-paced environment with a strong focus on customer satisfaction and problem resolution
• Adapting to new products, systems, or processes as the organization evolves

Learning & Development Opportunities:

• Developing expertise in specific product lines or customer segments
• Progressing into team leadership or management roles within the customer support department
• Exploring opportunities in related fields, such as technical support, sales, or marketing, based on the organization's needs and the employee's interests and skills

📝 Enhancement Note: The role's focus on customer support and problem-solving skills provides a strong foundation for growth within the customer support department and potentially into other areas of the organization, with opportunities for professional development and growth based on the employee's interests and skills.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a complex customer issue. How did you approach the situation, and what was the outcome? (Problem-solving, communication skills, adaptability)
• How do you prioritize your work when faced with multiple customer inquiries or tasks? (Time management, organization, prioritization)
• Can you walk us through your process for troubleshooting a technical product-related issue? (Analytical skills, problem-solving, attention to detail)

Company & Culture Questions:

• How do you ensure that you meet the needs of customers with diverse backgrounds and requirements? (Customer-centric approach, adaptability, communication skills)
• Describe a time when you had to work collaboratively with other teams or departments to resolve a customer issue. How did you ensure a successful outcome? (Teamwork, collaboration, communication skills)
• How do you stay up-to-date with new products, systems, or processes within the organization? (Continuous learning, adaptability, proactivity)

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process focuses on assessing the candidate's customer service skills, problem-solving abilities, and cultural fit, with a strong emphasis on communication and adaptability in a fast-paced environment. The technical questions focus on problem-solving, time management, and analytical skills, while the company and culture questions assess the candidate's customer-centric approach, teamwork, and adaptability.

📌 Application Steps

To apply for this Customer Support Specialist position at Avantor:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume and cover letter to highlight your customer service experience, problem-solving skills, and adaptability in a fast-paced environment.
3. Prepare for the interview process by practicing common customer service scenarios, problem-solving techniques, and reflecting on your past experiences to demonstrate your skills and cultural fit.
4. Research the company and its products to ensure a strong understanding of the organization and its customer base.

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