Job Description

Avantor, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries. Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve.

To reinforce our Customer Service at MESM (Avantor Clinical Services), we are currently looking for a Service Support Coordinator. At MESM we provide a global service tailored to our customer’s individual needs whereby we will source medical equipment for their study and offer options for hire and purchase. In addition we will manage and monitor the equipment through full life cycle management.

As a Service Support Coordinator you will offer first line support to our customers in case they have technical issues (inbound calls 50%/Administration 50%).

KEY TASKS – MAJOR JOB DUTIES & RESPONSIBILITIES

* You will be responsible for the co-ordination of customer & internal requests for calibration documentation & working within the service pillar to provide the requested documents to the customer in the standard TAT.

* You will provide a triage service to identify and where possible resolve product or service problems. You will clarify the customer's request/issue and seek to determine the cause of the problem; selecting and explaining the best solution to solve the problem; expediting repair or replacement and following up to ensure resolution.

* You will provide product related support both internally and externally, ensuring that customer product complaints are fully investigated, documented through case management and escalated as required to close cases in an efficient and effective manner.

* You will work closely with the technical and operational staff to provide high standards of service delivery.

SKILLS, KNOWLEDGE & EXPERIENCE

* Degree at 2.1 or above.

* You have at least 2 years working experience within a customer service role.

* You are full of energy and willing to learn

* You are confident speaking on the phone to our customers.

* You have strong organisational and accuracy skills.

* You have excellent professional communication skills – written and oral.

* You are able to work with MS Office.

* You have efficient administration skills with the ability to maintain records in a timely and accurate manner.

It would also be a great advantage if you:

* have worked within the healthcare/pharmaceutical sector.

* have played a pro-active part within project team before.

* have experience in using ERP systems.

* have a science related degree.

* are fluent in a second or third language.

OFFER

* We offer you a challenging work environment where no day is like the other.

* You will have the opportunity to work in an international environment where we are very proud of our employees, our enthusiastic team spirit and our focus on providing exceptional customer service.

* You will be working in a small and dynamic team.

* We will help you to identify your training needs and work with you to plan your continued development by offering you an excellent Learning & Development Plan.

* On top of a competitive salary, we offer you a permanent contract with flexible working hours