Client Services Support Specialist

2 weeks ago

Leesburg, Virginia, United States Avantor Full time

Position Overview:

As a vital member of our team, you will collaborate with the Client Services/PMO Supervisor and Avantor's Clinical Services experts to deliver tailored, mission-driven laboratory work and research protocols that facilitate scientific progress. Key Qualifications:
Education: Bachelor's degree in Chemistry or a related scientific field, or equivalent experience is preferred.
Experience: Background in Customer Service, Clinical Trials, or Good Laboratory Practice (GLP) is preferred.
Essential Skills:
  • Meticulous attention to detail with strong analytical and problem-solving abilities.
  • Quick learner capable of thriving in a dynamic environment.
  • Collaborative mindset to work effectively with internal stakeholders.
  • Promptly addresses common inquiries or concerns from clients.
  • Strong time management capabilities.
  • Ability to navigate ambiguity with ease.
  • Exceptional listening skills.
  • Outstanding written and verbal communication abilities.
  • Proficient presentation skills.
  • Professional phone etiquette and conflict resolution skills.
  • Demonstrated sense of urgency, initiative, and motivation.
  • Strong organizational and prioritization skills.
  • Proficient in Microsoft Office Suite, particularly PowerPoint, Word, and Excel.
  • Advanced computer skills with the ability to quickly learn new systems and navigate online platforms.
  • Ability to follow both written and verbal instructions accurately.
  • Strong attention to detail with a focus on quality control of documents.
  • Professional demeanor in communications with both internal teams and external clients.
  • Ability to perform under pressure while maintaining a positive attitude.
  • Capable of balancing and coordinating multiple projects effectively.
  • Ability to interpret and explain complex information, including regulations and policies.
Your Impact: At Avantor, we provide a comprehensive suite of clinical trial services that encompass every phase, from discovery to delivery. Our extensive portfolio includes custom kitting, equipment solutions, and biorepository services, ready to support trials of any scale, anywhere in the world. Responsibilities:
  • Engage daily with external clients, manufacturing sites, sales teams, marketing, and other key internal partners.
  • Act as the primary contact for service-related inquiries.
  • Understand business objectives and customer segmentation.
  • Keep all departments informed of client needs.
  • Handle incoming customer calls and inquiries efficiently.
  • Develop and nurture strong relationships with clients, vendors, and colleagues.
  • Communicate with new and existing clients daily, addressing questions and facilitating account setups.
  • Interact with clients regarding projects and service requests, creating written work orders and proposals as needed.
  • Serve as the focal point for all customer communications.
  • Assist with project completion, providing clients with shipment records, invoices, and inventories.
  • Generate invoices for services rendered by the Operations Department.
  • Help resolve issues related to inventory, shipping, and invoicing.
  • Coordinate with Logistics and Operations departments to provide information on client requests.
  • Utilize MS Office to create and maintain various documents and administrative records.
  • Draft correspondence, including executive and legal documents.
  • Coordinate customer order requirements and address inquiries regarding products and services.
  • Identify when customer issues require escalation and ensure resolution.
  • Participate in or lead cross-functional teams to drive improvements.
  • Perform additional duties as assigned.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees in this classification. They are not exhaustive lists of all responsibilities, duties, and skills required for this position.

Equal Opportunity Employer: Avantor is proud to be an equal opportunity employer, committed to diversity and inclusion in the workplace.

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