Customer Support Sr. Specialist

The Opportunity: Avantor is seeking a Customer Support Sr. Specialist for the APAC Team. This role works with limited supervision to provide initial technical product support by handling customer inquiries and troubleshooting product-related issues. Gather information to identify and assess the nature of the problem. Typically refer to transcripts or established processes in training manuals and guides to recommend solutions. Handle complex issues. What we’re looking for: Education: Diploma or Bachelor's Degree in any field. Experience: 5–7 years in customer service, supply chain, or order management roles. Technical Skills: Proficient in SAP and Microsoft Office Suite. Languages: Fluent in English; additional languages (e.g., Mandarin, Hindi, French, Tamil) are a plus. Skills Required: Strong analytical and problem-solving skills. Self-motivated, results-oriented, and able to work independently. Excellent interpersonal and communication skills. How Will You Thrive and Create an Impact: Manage end-to-end order processing, ensuring timely and accurate fulfillment via SAP. Collaborate with Supply Chain and stakeholders to meet customer delivery expectations. Lead the creation and maintenance of SOPs for customer service processes. Proactively manage backorders and drive billing completion. Handle customer complaints, including root cause analysis and resolution (e.g., returns, credit notes, replacements). Identify and implement continuous improvement initiatives to enhance service quality and efficiency. Act as a key point of contact for escalations and complex customer issues. Provide professional support to both internal and external customers. Contribute to team development by mentoring junior associates and sharing best practices. Ensure compliance with internal policies and external regulations. Perform other duties as assigned by management. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer. Why Avantor? Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor. We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today! EEO Statement: We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. Privacy Policy: We will use the personal information that you have submitted to us in order to consider your application for the relevant role. Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information. It also explains the rights you have in relation to your information, and how to contact us with any queries or requests. 3rd party non-solicitation policy: By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation