Customer Support Specialist at Avantor

📍 Job Overview

Job Title: Customer Support Specialist (German Speaker)
Company: Avantor
Location: Ebene, Mauritius
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: 2025-07-02
Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

Key Responsibilities: Provide initial technical product support to customers, handle inquiries and troubleshoot issues, communicate with external customers and internal teams, resolve discrepancies in orders and quotations, and coordinate information from other departments.
Key Skills: Customer service, technical support, problem-solving, analytical skills, time management, communication skills, teamwork, SAP, Microsoft Office, attention to detail, conflict resolution, adaptability, customer centricity, presentation skills, listening skills, organizational skills.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills to handle customer inquiries and troubleshoot technical product-related issues. The candidate should be detail-oriented, have strong analytical and problem-solving skills, and be able to work collaboratively with internal teams.

💻 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 customer requirements mentioned on the customer order (in German language). Review customer instructions to ensure all requirements are met. Generate sales orders and quotations in the SAP system by capturing and entering customer requirements.
Discrepancy Resolution: Coordinate and source information from other departments (VWR Internal) to resolve any discrepancies occurring in sales orders or quotations generated. Interact with the sales team to clarify order processing discrepancies (pricing, etc.).
Customer Support: Capable to 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. Manage multiple priorities and upskill process knowledge from time to time.

📝 Enhancement Note: The candidate should be able to manage multiple priorities and work efficiently in a fast-paced environment. They should also be willing to learn and adapt to new processes and technologies as needed.

🎓 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 presentation skills.
Excellent phone manners with the 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 with the ability to learn new systems quickly and maneuver the internet and internal intranet sites with ease.

Preferred Skills:

Knowledge of SAP and experience working with SAP systems.
Experience working in a customer-facing role.
Familiarity with order processing and quotation generation.
Fluency in German and English languages.

📝 Enhancement Note: The candidate should have strong analytical and problem-solving skills to handle technical product-related issues and resolve discrepancies in orders and quotations. They should also be fluent in German and English to effectively communicate with customers and internal teams.

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

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified in the job listing. According to Glassdoor, the average salary for a Customer Support Specialist in Mauritius is around MUR 30,000 - 40,000 per month (approximately USD 750 - 1,000). However, this can vary depending on the candidate's experience, skills, and the company's compensation structure.

Benefits:

Health, dental, and vision insurance (not specified in the job listing)
Retirement savings plan (not specified in the job listing)
Employee discounts on Avantor products (not specified in the job listing)
Opportunities for career growth and development within the company

Working Hours: The standard working hours for this role are 40 hours per week, with the possibility of working overtime as needed.

📝 Enhancement Note: The salary range and benefits for this role are not specified in the job listing. Candidates should research the company's compensation structure and benefits package to better understand the total rewards package for this role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Avantor is a global provider of mission-critical products and services to customers in the biopharma, healthcare, education, and government sectors. The company operates in over 30 countries and has a diverse workforce of over 14,000 employees.

Company Size: Avantor is a large company with a global presence, offering opportunities for career growth and development within the organization.

Founded: Avantor was founded in 2010 and has since grown to become a leading provider of mission-critical products and services to customers in various industries.

Team Structure:

The Customer Support team is responsible for handling customer inquiries and troubleshooting technical product-related issues.
The team works collaboratively with other internal teams, such as sales, marketing, and operations, to ensure customer needs are met and resolved.
The team is led by a Customer Support Manager, who oversees the day-to-day operations of the team and provides guidance and support to team members.

Development Methodology:

The Customer Support team follows a structured approach to handling customer inquiries and troubleshooting issues.
The team uses a ticketing system to track and manage customer inquiries and ensures that all customer issues are resolved in a timely manner.
The team works collaboratively with other internal teams to ensure that customer needs are met and resolved.

Company Website: Avantor Website

📝 Enhancement Note: Avantor is a global company with a diverse workforce and a strong focus on customer satisfaction. The company offers opportunities for career growth and development within the organization and has a strong commitment to providing high-quality products and services to its customers.

📈 Career & Growth Analysis

Customer Support Specialist Career Level: The Customer Support Specialist role is an entry-level to mid-level position within the customer support function. The role requires strong customer service skills, excellent communication skills, and the ability to handle technical product-related issues and resolve discrepancies in orders and quotations.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager. The team works collaboratively with other internal teams, such as sales, marketing, and operations, to ensure customer needs are met and resolved.

Technical Impact: The Customer Support Specialist has a direct impact on customer satisfaction and loyalty. By providing excellent customer service and resolving technical product-related issues, the Customer Support Specialist helps to build and maintain strong customer relationships, which can drive repeat business and customer referrals.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Specialists can progress to roles such as Senior Customer Support Specialist, Team Lead, or Manager within the customer support function.
Technical Skill Development: Customer Support Specialists can develop their technical skills by working on complex customer issues and learning new products and systems. They can also pursue certifications and training opportunities to enhance their skills and advance their careers.
Cross-functional Opportunities: Customer Support Specialists can explore opportunities in other functions within the company, such as sales, marketing, or operations, to gain a broader understanding of the business and advance their careers.

📝 Enhancement Note: The Customer Support Specialist role offers opportunities for career growth and development within the customer support function and across other functions within the company. The role requires strong customer service skills, excellent communication skills, and the ability to handle technical product-related issues and resolve discrepancies in orders and quotations.

🌐 Work Environment

Office Type: The Customer Support team works in an office environment, with a collaborative and supportive team culture.

Office Location(s): The Customer Support team is based in Ebene, Mauritius.

Workspace Context:

The Customer Support team works in a shared office space with other internal teams, such as sales, marketing, and operations.
The team has access to the necessary tools and equipment to perform their jobs effectively, including computers, phones, and customer relationship management (CRM) software.
The team works collaboratively with other internal teams to ensure customer needs are met and resolved.

Work Schedule: The standard working hours for this role are 40 hours per week, with the possibility of working overtime as needed. The work schedule may vary depending on the customer's needs and the business's demands.

📝 Enhancement Note: The Customer Support team works in a collaborative and supportive office environment, with access to the necessary tools and equipment to perform their jobs effectively. The team works closely with other internal teams to ensure customer needs are met and resolved.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess the candidate's communication skills, customer service experience, and understanding of the role.
Technical Assessment: A technical assessment to evaluate the candidate's problem-solving skills, analytical skills, and ability to handle technical product-related issues. The assessment may include scenarios related to order processing, quotation generation, and customer communication.
Behavioral Interview: A behavioral interview to assess the candidate's customer service skills, communication skills, teamwork, and adaptability. The interview may include scenarios related to customer interactions, conflict resolution, and problem-solving.
Final Interview: A final interview with the hiring manager to discuss the candidate's fit for the role, career aspirations, and any remaining questions or concerns.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on customer service skills and communication skills.
Familiarize yourself with the company's products and services, as well as the industry trends and competitors.
Prepare for technical assessments by practicing problem-solving scenarios and reviewing the company's order processing and quotation generation processes.
Research the company's culture, values, and mission to demonstrate a strong fit for the role.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for the Customer Support Specialist role focuses on assessing the candidate's customer service skills, communication skills, problem-solving skills, and adaptability. The technical assessment and behavioral interview are designed to evaluate the candidate's ability to handle technical product-related issues and resolve discrepancies in orders and quotations.

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

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Put the customer first in all interactions and strive to exceed customer expectations.
Integrity: Act with honesty and transparency in all customer interactions and internal communications.
Collaboration: Work collaboratively with other internal teams to ensure customer needs are met and resolved.
Continuous Improvement: Continuously seek feedback and opportunities to improve customer support processes and enhance the customer experience.
Adaptability: Be flexible and adaptable in responding to changing customer needs and business demands.

Collaboration Style:

The Customer Support team works collaboratively with other internal teams, such as sales, marketing, and operations, to ensure customer needs are met and resolved.
The team uses a ticketing system to track and manage customer inquiries and ensures that all customer issues are resolved in a timely manner.
The team holds regular meetings to discuss customer feedback, identify trends, and develop strategies to improve customer support processes and enhance the customer experience.

📝 Enhancement Note: The Customer Support team values a customer-focused, collaborative, and continuous improvement approach to customer support. The team works closely with other internal teams to ensure customer needs are met and resolved and continuously seeks feedback and opportunities to improve customer support processes and enhance the customer experience.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer inquiries and troubleshooting technical product-related issues.
Resolving discrepancies in orders and quotations generated in the SAP system.
Coordinating and sourcing information from other departments (VWR Internal) to resolve any discrepancies occurring in sales orders or quotations generated.
Interacting with sales teams to clarify order processing discrepancies (pricing, etc.).

Learning & Development Opportunities:

Technical Skill Development: Customer Support Specialists can develop their technical skills by working on complex customer issues and learning new products and systems. They can also pursue certifications and training opportunities to enhance their skills and advance their careers.
Customer Service Skills: Customer Support Specialists can enhance their customer service skills by working with customers and receiving feedback from internal teams. They can also pursue training opportunities to improve their communication, problem-solving, and conflict resolution skills.
Leadership Development: Customer Support Specialists can develop their leadership skills by taking on additional responsibilities, such as mentoring new team members or leading projects. They can also pursue training opportunities to enhance their leadership and management skills.

📝 Enhancement Note: The Customer Support Specialist role presents technical challenges related to handling complex customer inquiries, troubleshooting technical product-related issues, and resolving discrepancies in orders and quotations. The role also offers opportunities for learning and development, including technical skill development, customer service skills enhancement, and leadership development.

💡 Interview Preparation

Technical Questions:

Customer Service Skills: How do you handle difficult or upset customers? Can you provide an example of a time when you had to resolve a customer complaint or issue?
Problem-Solving Skills: Can you describe a time when you had to troubleshoot a technical product-related issue? What steps did you take to resolve the issue?
Order Processing: Can you walk me through the order processing steps in the SAP system? How do you ensure that all customer requirements are met?
Discrepancy Resolution: Can you describe a time when you had to resolve a discrepancy in an order or quotation generated in the SAP system? What steps did you take to resolve the issue?

Company & Culture Questions:

Company Knowledge: What do you know about Avantor and our products and services? Why are you interested in this role?
Customer Focus: How do you ensure that you are putting the customer first in all interactions? Can you provide an example of a time when you went above and beyond to meet a customer's needs?
Teamwork: How do you work collaboratively with other internal teams to ensure customer needs are met and resolved? Can you provide an example of a time when you worked with another team to resolve a customer issue?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for the Customer Support Specialist role focuses on assessing the candidate's customer service skills, communication skills, problem-solving skills, and adaptability. The technical assessment and behavioral interview are designed to evaluate the candidate's ability to handle technical product-related issues and resolve discrepancies in orders and quotations.

📌 Application Steps

To apply for this Customer Support Specialist (German Speaker) position:

Submit your application through the application link provided in the job listing.
Prepare for the phone or video screen by brushing up on your customer service skills, communication skills, and understanding of the role.
Review the company's products and services, as well as the industry trends and competitors, to demonstrate a strong fit for the role.
Prepare for the technical assessment by practicing problem-solving scenarios and reviewing the company's order processing and quotation generation processes.
Research the company's culture, values, and mission to demonstrate a strong fit for the role.
Prepare for the behavioral interview by reflecting on your customer service experiences, problem-solving skills, and adaptability.
Prepare for the final interview by thinking about your fit for the role, career aspirations, and any remaining questions or concerns.

⚠️ 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.

Customer Support Specialist