Customer Support Sr. Associate

📍 Job Overview

• Job Title: Customer Support Sr. Associate
• Company: Avantor
• Location: Mauritius
• Job Type: On-site, Full-Time
• Category: Customer Support
• Date Posted: 2025-07-24
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• 📝 Enhancement Note: This role is ideal for individuals with a background in chemistry or a related science discipline, seeking to leverage their technical knowledge to provide exceptional customer support in a dynamic, fast-paced environment.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around customer interaction, issue resolution, and order management, requiring strong communication skills, problem-solving abilities, and a keen attention to detail.

• 💡 Handle incoming customer inquiries and troubleshoot basic technical product-related issues by gathering information, assessing the nature of the problem, and recommending solutions based on established processes and training manuals.

• 💡 Serve as the primary point of contact for any service-related inquiry, driving revenue growth for assigned territories in partnership with outside sales through expediting urgent orders and generating sales leads.

• 💡 Manage customer order requirements by coordinating with various departments, addressing inquiries regarding products and services, and proactively managing lot reserves.

• 💡 Collaborate with cross-functional teams to drive departmental improvements and participate in department team activities to achieve team goals related to lot reserves, return goods, call abandoned rate, and other key performance indicators.

• 💡 Provide training for new employees and work with a variety of business systems, including SAP, to maintain accurate records and ensure efficient operations.

🎓 Skills & Qualifications

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

Experience: 2-5 years of experience in customer service or a related field is preferred.

Required Skills:

• Detail-oriented with strong analytical and problem-solving skills
• Ability to learn quickly in a fast-paced environment
• Excellent communication skills, both written and verbal
• Strong presentation skills and professional phone manners
• Strong sense of urgency, initiative, and drive
• Strong organization and prioritization skills
• Proficiency 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:

• Experience in a customer-facing role or a related field
• Familiarity with SAP or similar business systems
• Knowledge of over 10,000 product listings and over 5,000 active customers in various business areas

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on customer support and does not require a technical portfolio, candidates should instead highlight their customer service experience, problem-solving skills, and any relevant achievements in their resume and interview preparation.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 50,000 - 70,000 Mauritian Rupees (MUR) per annum, based on industry standards and the candidate's experience level. This estimate may vary depending on the company's internal salary structure and the candidate's negotiation skills.

Benefits:

• Competitive benefits package, including health, dental, and vision insurance
• Retirement savings plan with company matching contributions
• Employee stock purchase plan
• Generous paid time off, including vacation, sick leave, and holidays
• Tuition reimbursement and professional development opportunities
• Employee discounts on Avantor products and services
• A dynamic, inclusive, and collaborative work environment that fosters growth and learning

Working Hours: The standard workweek is 40 hours, typically Monday through Friday, with the possibility of occasional visits to manufacturing facilities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Avantor operates in the science and technology sector, focusing on providing products and services to support research, development, and manufacturing in various industries, including pharmaceuticals, biotechnology, and healthcare.

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

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

Team Structure: The customer support team is organized to provide dedicated support to customers, with team members assigned to specific territories. The team works collaboratively with other internal departments, such as sales, marketing, and manufacturing, to ensure customer satisfaction and drive revenue growth.

Development Methodology: Avantor employs a customer-centric approach to product development and support, focusing on understanding customer needs and providing tailored solutions to meet their specific requirements. The company encourages continuous learning and improvement, with a strong emphasis on employee development and growth.

Company Website: www.avantorsciences.com

📝 Enhancement Note: Avantor's commitment to innovation, customer focus, and employee development creates an environment that fosters professional growth and encourages employees to take on new challenges and expand their skillsets.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an intermediate-level position, focusing on providing initial technical product support to customers and handling inquiries and troubleshooting basic technical product-related issues. The primary responsibility is to serve as the primary contact for service-related inquiries and manage customer order requirements.

Reporting Structure: The Customer Support Sr. Associate reports directly to the Customer Support Manager and works closely with other internal departments, such as sales, marketing, and manufacturing, to ensure customer satisfaction and drive revenue growth.

Technical Impact: The role has a direct impact on customer satisfaction and revenue growth by providing efficient and effective support to customers, addressing their inquiries and troubleshooting any issues that may arise. The Customer Support Sr. Associate plays a critical role in maintaining customer relationships and fostering loyalty to the company.

Growth Opportunities:

• 📝 Enhancement Note: With a large and diverse customer base, there are numerous opportunities for career progression within Avantor's customer support organization. These opportunities may include:
  • Advancement to a Customer Support Manager or Team Lead role, responsible for overseeing a team of customer support associates and driving departmental goals and objectives.
  • Transition to a role within another internal department, such as sales, marketing, or product management, leveraging the strong customer focus and problem-solving skills developed in the customer support role.
  • Development of specialized expertise in a particular product line or industry vertical, becoming a subject matter expert and providing guidance and support to other team members.

🌐 Work Environment

Office Type: Avantor's office environment is collaborative and dynamic, with a strong focus on customer-centricity and continuous improvement. The company encourages open communication and cross-functional collaboration to drive innovation and success.

Office Location(s): The Customer Support Sr. Associate role is based in Mauritius, with the possibility of occasional visits to manufacturing facilities.

Workspace Context:

• 📝 Enhancement Note: The workspace is designed to facilitate collaboration and communication, with open-plan offices and shared workspaces that encourage team members to work together and share ideas. The workspace is equipped with modern technology and tools to support efficient and effective customer support, including computers, phones, and customer relationship management (CRM) software.

Work Schedule: The standard workweek is 40 hours, typically Monday through Friday, with the possibility of occasional overtime or weekend work to address customer inquiries or troubleshoot issues.

📝 Enhancement Note: Avantor's flexible work arrangements and commitment to work-life balance enable employees to maintain a healthy work-life balance while still meeting the demands of the role.

📄 Application & Technical Interview Process

Interview Process:

• 📝 Enhancement Note: The interview process for the Customer Support Sr. Associate role typically consists of the following stages:
  1. Phone or Video Screen: A brief phone or video call to assess the candidate's communication skills, customer service experience, and fit for the role.
  2. Behavioral Interview: A more in-depth discussion focused on the candidate's problem-solving skills, customer service experience, and ability to work collaboratively with other internal departments.
  3. Final Interview: A meeting with the hiring manager or a panel of interviewers to discuss the candidate's fit for the role, answer any remaining questions, and make a final hiring decision.

Portfolio Review Tips:

• 📝 Enhancement Note: As this role does not require a technical portfolio, candidates should focus on highlighting their customer service experience, problem-solving skills, and any relevant achievements in their resume and interview preparation. Candidates may wish to prepare examples of challenging customer interactions they have handled in the past and the steps they took to resolve the issue successfully.

Technical Challenge Preparation:

• 📝 Enhancement Note: The technical challenge for this role may involve a role-play scenario in which the candidate is presented with a hypothetical customer inquiry or issue and must demonstrate their ability to troubleshoot and resolve the problem effectively. Candidates should practice active listening, ask clarifying questions, and use their problem-solving skills to identify the root cause of the issue and recommend appropriate solutions.

ATS Keywords: Customer Service, Technical Support, Problem Solving, Communication Skills, Customer Relationship Management, SAP, Microsoft Office, Troubleshooting, Customer Inquiries, Order Management, Teamwork, Collaboration, Customer Satisfaction, Revenue Growth, Sales Support

📌 Application Steps

To apply for this Customer Support Sr. Associate position:

1. 📝 Enhancement Note: Submit your application through the provided link, ensuring that your resume highlights your customer service experience, problem-solving skills, and any relevant achievements.
2. 📝 Enhancement Note: Prepare for the phone or video screen by practicing your communication skills and familiarizing yourself with the key responsibilities and required skills for the role.
3. 📝 Enhancement Note: Research Avantor's company culture, mission, and values to demonstrate your fit for the role and enthusiasm for the opportunity to contribute to the company's success.
4. 📝 Enhancement Note: Prepare for the behavioral interview by reflecting on your past customer service experiences and identifying specific examples of your problem-solving skills, customer focus, and ability to work collaboratively with other internal departments.

📝 Enhancement Note: Throughout the application process, be sure to emphasize your strong communication skills, customer focus, and problem-solving abilities, as these are critical to success in the Customer Support Sr. Associate role. By demonstrating your passion for customer service and commitment to delivering exceptional support to customers, you will increase your chances of securing the position and making a positive impact on Avantor's continued success.

⚠️ 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.