Customer Support Specialist at Avantor

📍 Job Overview

Job Title: Customer Support Specialist (German Speaker)
Company: Avantor
Location: Ebene, Mauritius
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-27
Experience Level: 0-2 years
Remote Status: On-site

🚀 Role Summary

Provide initial technical product support to customers, handling inquiries and troubleshooting issues.
Communicate with external customers and internal teams to ensure customer needs are met and discrepancies are resolved.
Generate sales orders and quotations in SAP system by capturing and entering customer requirements.
Coordinate and source information from other departments to resolve discrepancies in sales orders or quotations.
Interact with the sales team to clarify order processing discrepancies.
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.
Customer-centric approach, with the ability to provide accurate information in a user-friendly manner to the customer.
Dedicated team player that will work with others to ensure the team achieves its goals and objectives.

📝 Enhancement Note: This role requires a strong customer focus, problem-solving skills, and the ability to work collaboratively in a fast-paced environment. The ideal candidate will have experience in customer service and be detail-oriented, with excellent communication skills.

💻 Primary Responsibilities

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.
Understand business goals and customer segmentation.
Keep all functions informed of customer needs.
Field incoming customer phone calls and inquiries.
Visit customer sites as needed on occasion.
Read, analyze, and understand the client requirements mentioned on the customer order (in German language).
Review customer instructions to ensure all customer requirements are met.
Generate sales orders and quotations in the SAP system by capturing and entering customer requirements.
Generate quotations in the SAP system by capturing and entering the customer requirements.
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 (pricing, etc.).
Capable to resolve internal/external customer requests/queries via email, fax, and chat.
Deliver results as per process requirements.
Ability to delight customers above and beyond the call of duty.
Must be able to manage multiple priorities.
Up skill process knowledge from time to time.
Customer-centric approach, with the ability to provide accurate information in a user-friendly manner to the customer.
Dedicated team player that will work with others to ensure the team achieves its goals and objectives.

📝 Enhancement Note: The primary responsibilities of this role revolve around customer support, order processing, and issue resolution. The candidate should be comfortable handling customer inquiries, troubleshooting technical issues, and working collaboratively with internal teams to ensure customer needs are met.

🎓 Skills & Qualifications

Education: BS/BA Degree in Chemistry or allied 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.
Must work collaboratively with other internal customers.
Able to quickly respond to common inquiries or complaints from customers.
Time management skills.
Tolerance for ambiguity.
Excellent listening skills.
Excellent written and verbal communication skills.
Excellent presentation skills.
Excellent phone manners; must be professional and have 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; ability to learn new systems quickly and maneuver the internet and internal intranet sites with ease.

Preferred Skills:

Experience in customer service or a related field.
Familiarity with SAP systems.
Fluency in German (spoken and written).

📝 Enhancement Note: The required skills for this role emphasize strong analytical and problem-solving skills, excellent communication skills, and the ability to work collaboratively in a fast-paced environment. The preferred skills include experience in customer service, familiarity with SAP systems, and fluency in German.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A (This role does not require a web portfolio)

Technical Documentation:

N/A (This role does not require technical documentation)

📝 Enhancement Note: This role does not require a web portfolio or technical documentation, as it is focused on customer support and order processing rather than web development or server administration.

💵 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 25,000 - 35,000 per month.

Benefits:

Not specified in the job listing. However, Avantor offers a range of benefits, including health insurance, retirement plans, and employee discounts, as mentioned on their careers website.

Working Hours: Full-time position, with standard working hours Monday to Friday, 8:30 AM to 5:30 PM (with a 1-hour lunch break).

📝 Enhancement Note: The salary range provided is based on Glassdoor data, as the job listing does not specify the salary range. The benefits listed are based on information available on Avantor's careers website.

🎯 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.

Company Size: Avantor has approximately 14,000 employees worldwide, making it a large organization with a diverse range of teams and departments.

Founded: Avantor was founded in 2010, following the spin-off of its life sciences business from the former Avantor Performance Materials division of Avantor Performance Materials, Inc.

Team Structure:

The Customer Support team is part of the Global Customer Service organization, which is responsible for providing exceptional customer service and support to Avantor's customers worldwide.
The team is led by a Customer Service Manager, who oversees the day-to-day operations and ensures that customer needs are met.
The team consists of Customer Support Specialists, who handle customer inquiries and troubleshoot technical issues.

Development Methodology:

Not specified in the job listing. However, Avantor's customer service processes are likely to follow a structured approach, with established procedures for handling customer inquiries and troubleshooting technical issues.

Company Website: Avantor Careers

📝 Enhancement Note: The company culture section provides an overview of Avantor's industry, size, and team structure. The development methodology section is not specified in the job listing, but it is likely that Avantor follows a structured approach to customer service processes.

📈 Career & Growth Analysis

Customer Support Specialist Career Level: Entry-level to mid-level position within the Customer Support career path.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Service Manager.

Technical Impact: The role has a direct impact on customer satisfaction and retention, as well as the resolution of technical issues that may arise with Avantor's products.

Growth Opportunities:

With experience and strong performance, Customer Support Specialists may have the opportunity to advance to senior roles within the Customer Service organization, such as Team Lead or Manager.
There may also be opportunities to transition into other areas of the business, such as sales, marketing, or product management, depending on the individual's interests and skills.

📝 Enhancement Note: The career and growth analysis section provides an overview of the Customer Support Specialist role within the company's career path and highlights potential growth opportunities based on experience and performance.

🌐 Work Environment

Office Type: Avantor's Ebene office is a modern, professional workspace with a collaborative and customer-focused culture.

Office Location(s): Ebene, Mauritius

Workspace Context:

The Customer Support team works in an open-plan office environment, with individual workstations and shared spaces for team meetings and collaboration.
The team has access to the necessary tools and resources to perform their jobs effectively, including computers, phones, and customer relationship management (CRM) software.
The workspace is designed to foster a collaborative and inclusive work environment, with opportunities for team members to interact and learn from one another.

Work Schedule: Full-time position, with standard working hours Monday to Friday, 8:30 AM to 5:30 PM (with a 1-hour lunch break). The role may require occasional overtime or weekend work to cover customer support needs.

📝 Enhancement Note: The work environment section provides an overview of Avantor's Ebene office, including the office type, location, workspace context, and work schedule for the Customer Support Specialist role.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills, customer service experience, and language proficiency in German.
In-depth behavioral and situational interviews to evaluate problem-solving skills, customer focus, and adaptability in a fast-paced environment.
Final interview with the Customer Service Manager to discuss the role, team dynamics, and cultural fit.

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation: N/A (This role does not require technical challenges)

📝 Enhancement Note: The interview process section outlines the steps involved in the application and interview process for the Customer Support Specialist role. As this role does not require a portfolio or technical challenges, the relevant sections are marked as N/A.

🛠 Technology Stack & Web Infrastructure

Technology Stack:

Not specified in the job listing. However, the Customer Support Specialist is expected to be proficient in using the following tools and software:
- Customer Relationship Management (CRM) software (e.g., Salesforce, Microsoft Dynamics 365)
- SAP systems for order processing and quotation generation
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Email and chat platforms (e.g., Outlook, Skype for Business)

📝 Enhancement Note: The technology stack section outlines the tools and software required for the Customer Support Specialist role, as specified in the job listing and based on industry standards for customer service and order processing.

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach, with a focus on delivering exceptional customer service and support.
Strong problem-solving skills and the ability to think critically and creatively to resolve customer issues.
Excellent communication skills, with the ability to listen actively and empathize with customers.
Strong attention to detail and the ability to work accurately and efficiently under pressure.
Collaborative and team-oriented mindset, with a willingness to support and learn from colleagues.

Collaboration Style:

The Customer Support team works collaboratively, with regular team meetings and knowledge-sharing sessions to ensure that everyone is up-to-date with the latest products, processes, and best practices.
Team members are encouraged to support one another and share their expertise to help resolve customer issues and improve the overall customer experience.
The team maintains open lines of communication with other departments, such as sales, marketing, and product management, to ensure that customer feedback is incorporated into business decisions.

📝 Enhancement Note: The team culture and values section provides an overview of the Customer Support team's values, collaboration style, and approach to customer service and support. The section is based on industry standards for customer service and the job listing provided.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer inquiries and troubleshooting technical issues in a fast-paced environment.
Resolving customer disputes and escalations in a professional and empathetic manner.
Managing multiple priorities and balancing customer support with order processing and administrative tasks.

Learning & Development Opportunities:

On-the-job training and mentoring from experienced team members and managers.
Access to online learning resources and webinars to develop customer service skills and product knowledge.
Opportunities to attend industry conferences and events to network with other customer service professionals and learn about best practices and emerging trends.

📝 Enhancement Note: The challenges and growth opportunities section outlines the technical challenges and learning and development opportunities for the Customer Support Specialist role, based on industry standards and the job listing provided.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to handle a difficult customer and how you resolved the issue.
How do you prioritize your work when you have multiple customer inquiries or tasks to complete?
Can you walk me through the process of generating a sales order or quotation in SAP?
How do you ensure that you have captured all the relevant information from a customer order or quotation?

Company & Culture Questions:

What do you like about working at Avantor, and what do you think could be improved?
How do you approach working collaboratively with other departments, such as sales or marketing?
Can you describe a time when you had to adapt to a significant change in your role or the company?

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: The interview preparation section outlines the types of questions that may be asked during the interview process for the Customer Support Specialist role, based on industry standards and the job listing provided. As this role does not require a portfolio, the relevant section is marked as N/A.

📌 Application Steps

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

Submit your application through the application link provided in the job listing.
Prepare for the phone or video screening by practicing your communication skills and brushing up on your customer service experience and language proficiency in German.
Research Avantor's company culture and values to demonstrate your fit for the role and the organization.
Prepare for the in-depth behavioral and situational interviews by reflecting on your problem-solving skills, customer focus, and adaptability in a fast-paced environment.
Prepare for the final interview with the Customer Service Manager by considering your career goals, team dynamics, and cultural fit.

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

Customer Support Specialist