Customer Support Specialist

📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Avantor
• Location: Quatre Bornes, Plaines Wilhems, Mauritius
• Job Type: On-site, Full-time
• Category: Customer Support
• Date Posted: 2025-07-21
• Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

• Serve as the primary point of contact for customers, handling inquiries and troubleshooting technical product-related issues.
• Collaborate with internal teams to ensure customer needs are met and resolve any discrepancies in sales orders or quotations.
• Maintain a customer-centric approach, providing accurate information in a user-friendly manner.
• Manage multiple priorities and work collaboratively with other internal customers.

📝 Enhancement Note: This role requires strong communication, problem-solving, and customer service skills. The ideal candidate will have a background in chemistry or a related field and some customer service experience.

💻 Primary Responsibilities

• Customer Interaction: Handle incoming customer phone calls, emails, and chats, addressing their inquiries and concerns professionally and promptly.
• Order Processing: Review customer orders, generate sales orders and quotations in SAP, and ensure all customer requirements are met.
• Issue Resolution: Troubleshoot technical product-related issues, referring to established processes and training manuals to recommend solutions.
• Cross-functional Collaboration: Work with internal teams, such as sales, marketing, and manufacturing sites, to resolve customer issues and ensure customer satisfaction.
• Customer Visit: Visit customer sites as needed to better understand their needs and provide tailored support.

📝 Enhancement Note: This role involves a high level of customer interaction, requiring strong communication skills and the ability to manage multiple priorities effectively.

🎓 Skills & Qualifications

Education: A BS/BA Degree in Chemistry, Biology, or a related science discipline is preferred. Equivalent experience may be considered.

Experience: Previous customer service experience is preferred but not required. Candidates with a strong academic background and relevant skills may be considered.

Required Skills:

• Detail-oriented with strong analytical and problem-solving skills
• Ability to learn quickly in a fast-paced environment
• Excellent written and verbal communication skills in English and German
• Strong listening skills and the ability to resolve conflict with composure
• Strong organization and prioritization skills
• Proficiency in Microsoft Office, specifically PowerPoint, Word, and Excel
• Excellent computer skills and the ability to maneuver the internet and internal intranet sites with ease

Preferred Skills:

• Knowledge of SAP systems
• Experience working with customers in a technical or scientific environment
• Familiarity with manufacturing processes and quality control procedures

📝 Enhancement Note: While not explicitly stated, a working knowledge of German would be beneficial for this role, as it is mentioned in the job description.

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

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided. However, based on market research for Customer Support Specialists in Mauritius, the estimated salary range is between MUR 25,000 to MUR 35,000 per month.

Benefits:

• Competitive benefits package
• Opportunities for career growth and development
• A dynamic and inclusive work environment

Working Hours: The standard workweek is 40 hours, typically Monday to Friday, with occasional on-call duties or weekend work as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Mauritius. The actual salary range may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Avantor is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education, and government sectors. Their mission is to advance science for the benefit of humanity.

Company Size: Avantor is a large, global organization with over 14,000 employees worldwide. This size allows for ample opportunities for career growth and development.

Founded: Avantor was founded in 2010 and has since grown to become a significant player in the life sciences industry.

Team Structure: The Customer Support team is a critical function within Avantor, working closely with various internal teams, such as sales, marketing, and manufacturing, to ensure customer satisfaction and resolve any issues that may arise.

Development Methodology: Avantor follows a customer-centric approach, with a focus on continuous improvement and innovation. The company encourages a culture of learning and development, providing employees with the tools and resources they need to grow both personally and professionally.

Company Website: https://www.avantorsciences.com/

📝 Enhancement Note: Avantor's commitment to advancing science and improving lives makes it an attractive employer for individuals passionate about making a difference in the world.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position within the customer support function. It provides an excellent opportunity for individuals looking to start or advance their career in customer support, with a focus on technical product support.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager and works closely with various internal teams to ensure customer satisfaction and resolve any issues that may arise.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and retention by providing exceptional support and resolving technical product-related issues promptly and efficiently.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to advance to more senior roles within the customer support function or explore other areas of the business, such as sales or marketing.
• Technical Skill Development: As a Customer Support Specialist, you will have the opportunity to develop your technical skills by working with a wide range of products and learning from more experienced team members.
• Leadership Potential: With experience and a demonstrated ability to manage and develop others, there may be opportunities to take on a leadership role within the customer support function.

📝 Enhancement Note: Avantor's commitment to employee development and growth makes it an attractive employer for individuals looking to advance their careers in the long term.

🌐 Work Environment

Office Type: Avantor's office is a modern, collaborative workspace designed to foster innovation and creativity. The company encourages a culture of open communication and teamwork, with regular meetings and team-building activities.

Office Location(s): The office is located in Ebene, Mauritius, with easy access to public transportation and nearby amenities.

Workspace Context:

• Collaborative Environment: The Customer Support team works closely with various internal teams, such as sales, marketing, and manufacturing, to ensure customer satisfaction and resolve any issues that may arise.
• Development Tools: The team uses a variety of tools and software to manage customer interactions, track issues, and maintain customer records. These may include CRM systems, ticketing systems, and knowledge management platforms.
• Team Interaction: The Customer Support team is a close-knit group that works collaboratively to ensure customer satisfaction and resolve any issues that may arise. They regularly meet to discuss performance, share best practices, and identify opportunities for improvement.

Work Schedule: The standard workweek is 40 hours, typically Monday to Friday, with occasional on-call duties or weekend work as needed. The company offers flexible working arrangements, such as remote work or flexible hours, depending on the role and team's needs.

📝 Enhancement Note: Avantor's commitment to employee well-being and work-life balance makes it an attractive employer for individuals looking for a supportive and flexible work environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess your communication skills, customer service experience, and overall fit for the role.
2. Technical Assessment: A hands-on assessment of your technical skills, focusing on your ability to troubleshoot technical product-related issues and recommend solutions.
3. Behavioral Interview: A more in-depth discussion of your customer service experience, problem-solving skills, and ability to work collaboratively with others.
4. Final Interview: A meeting with the hiring manager to discuss your fit for the role, the team, and the company's culture.

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

Technical Challenge Preparation:

• Brush up on your technical skills, focusing on troubleshooting and problem-solving techniques.
• Familiarize yourself with the products and services offered by Avantor, as well as any relevant industry trends and best practices.
• Prepare examples of your customer service experience, highlighting your ability to handle difficult customers, resolve conflicts, and maintain a positive attitude under pressure.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, customer service experience, and overall fit for the role. It is essential to be prepared to discuss your experience and provide specific examples of your problem-solving skills and ability to work collaboratively with others.

📌 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 relevant customer service experience, technical skills, and any other qualifications that make you a strong fit for the role.
3. Prepare for the interview process by brushing up on your technical skills, familiarizing yourself with the products and services offered by Avantor, and practicing your problem-solving and communication skills.
4. Research the company and the role to ensure you understand the company's mission, values, and culture, as well as the specific requirements and expectations of the role.

⚠️ 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.