Client Services Representative

2 weeks ago

Leesburg, Virginia, United States Avantor Full time

Position Overview:

As a vital member of our team, you will report directly to the Client Services/PMO Supervisor and collaborate closely with Avantor's Clinical Services professionals. Your primary responsibility will be to assist our clients by executing tailored, mission-driven laboratory tasks and research protocols that contribute to scientific advancement. Key Qualifications:
Education: A BS/BA 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 advantageous.
Essential Skills:
  • Meticulous attention to detail with strong analytical and problem-solving abilities.
  • Capacity to adapt quickly in a dynamic work environment.
  • Collaborative mindset to work effectively with internal stakeholders.
  • Promptly address common inquiries or issues raised by clients.
  • Effective time management capabilities.
  • Ability to navigate uncertainty with composure.
  • Exceptional listening and communication skills, both written and verbal.
  • Proficient presentation skills.
  • Professional phone etiquette and conflict resolution skills.
  • Strong initiative and a sense of urgency.
  • Excellent organizational and prioritization skills.
  • Proficiency in Microsoft Office applications, particularly PowerPoint, Word, and Excel.
  • Strong computer skills with the ability to quickly learn new systems and navigate online resources.
  • Ability to follow both written and verbal directives accurately.
  • Strong focus on detail, capable of quality checking documents and identifying discrepancies.
  • Professional demeanor in communications with both internal staff and external clients.
  • Ability to perform under pressure while maintaining a positive attitude.
  • Skill in 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 offerings, including custom kitting, equipment solutions, and biorepository services, are designed to support trials of any scale, anywhere globally. In this role, you will:
  • Engage daily with external clients, manufacturing sites, sales teams, and other key internal stakeholders.
  • Act as the primary point of contact for service-related inquiries.
  • Comprehend business objectives and customer segmentation.
  • Keep all relevant functions informed about customer requirements.
  • Handle incoming customer calls and inquiries efficiently.
  • Develop and nurture strong relationships with clients, vendors, and team members.
  • Communicate effectively with new and existing clients, addressing questions and concerns promptly.
  • Interact with clients regarding projects and service requests, providing written work orders and proposals as needed.
  • Serve as the central hub for all customer communications.
  • Assist with project completion, including providing shipment records and invoices to clients.
  • Create invoices for services rendered by the Operations Department.
  • Help resolve issues related to inventory, shipping, and invoicing.
  • Act as a liaison with Logistics and Operations departments to facilitate client requests.
  • Utilize MS Office to create and maintain various documents and administrative records.
  • Draft correspondence, including official and confidential letters and documents.
  • Coordinate customer order requirements and expedite orders as necessary.
  • 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 role. They are not exhaustive and do not encompass all responsibilities, duties, and skills required for this position. Avantor is an equal opportunity employer.

Why Choose Avantor?

Advance your career with us. Our global team of over 14,000 associates is dedicated to advancing life-changing science. The work we do positively impacts lives, from bringing new treatments to market to enabling medical breakthroughs. At Avantor, we are committed to fostering a diverse, equitable, and inclusive culture that supports your professional growth and success.

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