Website AVANTOR
Avantor® is a trusted global partner to customers and suppliers in the life science, advanced technology and applied materials industries. We operate in more than 30 countries and deliver an extensive portfolio of mission critical products, services and solutions. As our channel brand, VWR offers an integrated, seamless purchasing experience that is optimized for the way our customers do business. We set science in motion to create a better world.The Global Business Centre in Mauritius was set up in 2010. Currently, the center employs 170 plus associates supporting Avantor’s global initiatives in over 16 countries to deliver operational excellence to customers and suppliers. The center also has the distinction of employing over sixty professionals with diverse linguistic capabilities catering to multiple countries in Europe. At GBC our sole focus is to continuously encourage and motivate our people through a wide range of opportunities to grow and reach their full potential. Level 2, Nexteracom Tower I, Rue du Savoir, Cybercity, Ebene, Mauritius 659 0123
Intermediate‑level role providing initial technical product support by handling customer inquiries, troubleshooting basic issues, documenting incidents, following established procedures, and escalating complex cases as needed.
The OpportunityWe are looking for an Intermediate‑Level Technical Product Support Associate to provide first‑line technical and customer support to our customers. In this role, you will handle inquiries, troubleshoot basic product‑related technical issues, and ensure accurate documentation and escalation when required. You will work closely with customers, internal teams, and sales partners to support service excellence and business growth.Key ResponsibilitiesCustomer & Technical SupportServe as the primary point of contact for service‑related customer inquiries.Provide initial technical product support by troubleshooting basic product issues.Gather relevant information to assess and identify the root cause of customer issues.Record all incidents accurately in tracking systems to support escalation and product improvement initiatives.Follow established procedures, training manuals, and guides to recommend appropriate solutions.Escalate complex or unresolved issues to senior technical support specialists or management.Handle inbound customer calls and inquiries professionally.Visit customer sites occasionally, as required.Communication & Collaboration (Swedish Language Required) **Candidates fluent in other European or international languages are also encouraged to apply**Communicate daily in Swedish with external customers, manufacturing sites, sales teams, marketing, suppliers, and internal stakeholders.Maintain clear communication across functions to ensure customer needs are understood and addressed.Understand business objectives and customer segmentation to deliver effective support.Order & Revenue SupportSupport revenue generation for 2–4 assigned territories in partnership with the sales team.Expedite urgent customer orders and assist with sales lead generation.Coordinate customer order requirements, including pricing, product availability, returns, complaints, and cancellations.Proactively manage lot reserves and determine when issues require escalation.Manage consignment warehouse activities, including system receipt, inventory reconciliation, and billing.Continuous Improvement & Team ContributionParticipate in cross‑functional initiatives to improve departmental processes.Actively contribute to team goals, including order accuracy, returns, and call performance metrics.Provide training and support to new employees.Work with multiple business systems, including SAP.Maintain knowledge of a large product portfolio and customer base.Perform other duties as assigned.QualificationsEducation & ExperienceBachelor’s degree (BS/BA) in Chemistry or a related scientific discipline preferred, or equivalent relevant experience.Previous customer service or technical support experience preferred.Skills & CompetenciesStrong analytical, problem‑solving, and attention to detail.Ability to learn quickly in a fast‑paced environment.Excellent written and verbal communication skills.Professional phone presence with strong conflict‑resolution abilities.Strong time management, organization, and prioritization skills.Ability to work collaboratively across teams and functions.Comfortable working with ambiguity and changing priorities.Proficiency in Microsoft Office (Word, Excel, PowerPoint).Strong computer skills with the ability to quickly learn new systems and tools.High sense of urgency, initiative, and customer focus.
Level 2, Nexteracom Tower I, Rue du Savoir, Cybercity, Ebene, Mauritius
Phone: 659 0123
Apply Via:
HRMauritius@vwr.com
To apply for this job email your details to HRMauritius@vwr.com