Customer Support Sr. Specialist

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.

Diploma or Bachelor''s Degree in any field.

57 years in customer service, supply chain, or order management roles.

Proficient in SAP and Microsoft Office Suite.

Fluent in English; additional languages (e.g., Mandarin, Hindi, French, Tamil) are a plus.

• Strong analytical and problem-solving skills.
• Self-motivated, results-oriented, and able to work independently.
• Excellent interpersonal and communication skills.

• 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.