Customer Support Specialist

📍 Job Overview

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

🚀 Role Summary

• Key Responsibilities: Provide initial technical product support to customers, handle inquiries and troubleshoot issues, communicate with various stakeholders, ensure customer requirements are met, generate sales orders and quotations in the SAP system.
• Key Skills: Customer Service, Analytical Skills, Problem Solving, Time Management, Communication Skills, Teamwork, Detail Oriented, Microsoft Office, SAP, Technical Support, Conflict Resolution, Customer Centric Approach, Presentation Skills, Listening Skills, Organizational Skills, Initiative, Drive.

💻 Primary Responsibilities

• Customer Interaction: Serve as the primary contact for any service-related inquiry, communicate daily with external customers, manufacturing sites, sales representatives, marketing, and other key internal customers and suppliers.
• 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: Field incoming customer phone calls and inquiries, visit customer sites as needed, coordinate and source information from other departments to resolve any discrepancies occurring in sales orders or quotations generated.
• Communication: Interact with the sales team to clarify order processing discrepancies, 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.
• Teamwork: Work collaboratively with other internal customers, manage multiple priorities, and upskill process knowledge from time to time.

🎓 Skills & Qualifications

Education: BS/BA Degree in Chemistry or a related science discipline or equivalent experience preferred.

Experience: Customer Service experience preferred.

Required Skills:

• Detail oriented
• 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 skills
• 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 maneuver the internet and internal intranet sites with ease

Preferred Skills:

• Familiarity with SAP system
• Knowledge of German language (fluency required)

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

💵 Compensation & Benefits

Salary Range: Not specified. Research shows the average salary for a Customer Support Specialist in Mauritius ranges from 30,000 to 50,000 MUR per year, depending on experience and skills.

Benefits:

• Environmental working conditions and physical effort (under typical positions)
• Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor
• Privacy Policy and 3rd Party Non-Solicitation Policy

Working Hours: 40 hours per week

🎯 Team & Company Context

Company Culture:

• Avantor is a global provider of mission-critical products and services to customers in the biopharma, healthcare, and academic and government sectors.
• The company values innovation, collaboration, and a customer-centric approach.
• Avantor is committed to helping employees grow their careers through learning experiences and a diverse, equitable, and inclusive culture.

Team Structure:

• The Customer Support Specialist will work within the Customer Support team, collaborating with various internal departments such as Sales, Marketing, and other key customers and suppliers.
• The role reports directly to the Customer Support Manager.

Development Methodology:

• Avantor uses a customer-centric approach to product development and support, focusing on understanding customer needs and providing tailored solutions.
• The company encourages continuous learning and upskilling to stay ahead of industry trends and best practices.

Company Website: Avantor Careers

📝 Enhancement Note: Avantor's customer-centric approach and commitment to employee growth make it an attractive company for Customer Support Specialists looking to develop their skills and advance their careers.

📈 Career & Growth Analysis

Customer Support Specialist Career Level: Entry to mid-level role responsible for providing initial technical product support to customers, handling inquiries, and troubleshooting issues. This role offers opportunities to develop problem-solving skills, communication, and customer service expertise.

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

Technical Impact: This role has a direct impact on customer satisfaction and retention by providing efficient and effective technical product support, resolving customer inquiries, and ensuring customer requirements are met.

Growth Opportunities:

• Career Progression: With experience and demonstrated skills, Customer Support Specialists can progress to roles such as Senior Customer Support Specialist, Team Lead, or move into other areas of the business such as Sales, Marketing, or Product Management.
• Skill Development: Avantor encourages continuous learning and upskilling, providing opportunities for Customer Support Specialists to develop new skills and advance their careers.
• Leadership Potential: As Customer Support Specialists gain experience and demonstrate strong leadership skills, they may have the opportunity to take on team management or mentoring roles within the department.

📝 Enhancement Note: Avantor's commitment to employee growth and development, along with its customer-centric approach, provides Customer Support Specialists with ample opportunities to advance their careers and take on new challenges.

🌐 Work Environment

Office Type: Modern office setting with collaborative workspaces and access to necessary tools and resources for Customer Support Specialists to perform their job functions effectively.

Office Location(s): Ebene, Mauritius

Workspace Context:

• Customer Support Specialists work in an open, collaborative environment with access to computers, phones, and other necessary tools for handling customer inquiries and troubleshooting issues.
• The workspace is designed to facilitate communication and teamwork among Customer Support Specialists and other internal departments.

Work Schedule: Full-time, Monday to Friday, with a standard workweek of 40 hours.

📝 Enhancement Note: Avantor's modern office setting and collaborative workspace provide Customer Support Specialists with an environment conducive to effective communication, teamwork, and customer support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, customer service experience, and understanding of the role.
2. Behavioral Interview: A more in-depth discussion focusing on problem-solving skills, customer service experience, and cultural fit.
3. Final Interview: A meeting with the hiring manager to discuss career aspirations, growth opportunities, and next steps.

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

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Avantor's interview process focuses on assessing communication skills, customer service experience, and cultural fit, providing candidates with a clear understanding of the role and the company's expectations.

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

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Avantor prioritizes customer satisfaction and ensures that all team members understand and address customer needs effectively.
• Collaboration: The company fosters a collaborative work environment, encouraging team members to work together to achieve common goals and deliver exceptional customer support.
• Continuous Learning: Avantor encourages team members to stay up-to-date with industry trends and best practices, providing opportunities for professional development and growth.
• Innovation: The company promotes a culture of innovation, encouraging team members to think creatively and find new ways to improve customer support and exceed customer expectations.

Collaboration Style:

• Cross-Functional Integration: Customer Support Specialists work closely with various internal departments, such as Sales, Marketing, and other key customers and suppliers, to ensure customer requirements are met and customer satisfaction is maintained.
• Code Review Culture: (N/A for this role)
• Knowledge Sharing: Avantor encourages team members to share their knowledge and expertise with one another, fostering a culture of continuous learning and growth.

📝 Enhancement Note: Avantor's customer-centric approach, collaborative work environment, and commitment to continuous learning make it an attractive company for Customer Support Specialists looking to develop their skills and advance their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Inquiries: Handling a high volume of customer inquiries and troubleshooting technical product-related issues requires strong problem-solving skills, attention to detail, and the ability to work efficiently under pressure.
• Language Barrier: Communicating effectively with customers in German requires a strong command of the language and the ability to understand and interpret customer requirements accurately.
• Process Knowledge: Keeping up-to-date with Avantor's processes, policies, and product offerings requires continuous learning and adaptation to changes in the business environment.

Learning & Development Opportunities:

• Skill Development: Customer Support Specialists have the opportunity to develop their problem-solving skills, communication skills, and customer service expertise through on-the-job training, mentoring, and coaching.
• Career Progression: With experience and demonstrated skills, Customer Support Specialists can progress to roles such as Senior Customer Support Specialist, Team Lead, or move into other areas of the business such as Sales, Marketing, or Product Management.
• Leadership Potential: As Customer Support Specialists gain experience and demonstrate strong leadership skills, they may have the opportunity to take on team management or mentoring roles within the department.

📝 Enhancement Note: Avantor's commitment to employee growth and development, along with its customer-centric approach, provides Customer Support Specialists with ample opportunities to advance their careers and take on new challenges.

💡 Interview Preparation

Technical Questions:

• Customer Service Scenarios: Be prepared to discuss your experience handling customer inquiries and troubleshooting technical product-related issues, demonstrating your problem-solving skills and customer service expertise.
• Language Skills: Be ready to demonstrate your proficiency in German, both written and spoken, and your ability to understand and interpret customer requirements accurately.
• Process Knowledge: Familiarize yourself with Avantor's processes, policies, and product offerings, and be prepared to discuss your understanding of the company's business and how you can contribute to its success.

Company & Culture Questions:

• Company Knowledge: Research Avantor's business, industry, and competitive landscape, and be prepared to discuss your understanding of the company's mission, vision, and values.
• Cultural Fit: Prepare thoughtful responses to questions about your work style, preferences, and how you would fit into Avantor's collaborative, customer-centric work environment.
• Career Aspirations: Be ready to discuss your long-term career goals and how the Customer Support Specialist role at Avantor can help you achieve them.

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

📝 Enhancement Note: Avantor's interview process focuses on assessing communication skills, customer service experience, and cultural fit, providing candidates with a clear understanding of the role and the company's expectations.

📌 Application Steps

To apply for the Customer Support Specialist (German Speaker) position at Avantor:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your customer service experience, problem-solving skills, and proficiency in German.
3. Prepare for the phone/video screen, behavioral interview, and final interview by researching Avantor's business, industry, and competitive landscape, and practicing your responses to common customer service and cultural fit questions.
4. Demonstrate your enthusiasm for the role and commitment to customer satisfaction throughout the interview process.

⚠️ 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.