.The Opportunity:Avantor is looking for a dedicated and experienced Customer Care Supervisor. This role will provide supervision and technical assistance to the customer service team to attain departmental and organizational goals. Ensure customer complaints are resolved in a professional manner. Determine work procedures, work schedules, and workflow for customer service staff. Monitor business and process metrics to measure and manage customer service effectiveness. Conduct meetings with Managers to discuss process improvements and issues. May assist higher-level supervisor.This role will be a full-time hybrid position.What we're looking for:Education: College degree (preferred) or equivalent/applicable experience.Experience: 3-5+ years applicable experience in a customer relationship type role (sales, military, call center, etc.).Leadership and personnel management experience.Bilingual (English and Spanish).Who you are:Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact (calls/emails/click-to-chat) with an Avantor Customer Service Representative at the location.Knowledge of Avantor Systems, processes, and company resources; advanced PC skills and strong knowledge of SAP.Ability to handle high-profile issues, complex customer situations, and escalated customer calls; always maintain composure and a positive attitude.Must be confident and a strong decision-maker with the ability to balance customer needs vs. company objectives.Resourceful to be a problem solver and process improver.Excellent communication skills, both verbal and written.Strong leadership, coaching, and mentoring skills.Ability to drive results and manage multiple priorities in a fast-paced and complex environment.Exceptional analytical and problem-solving skills.Strong time management and organizational skills; ability to prioritize effectively.Must be a team player and able to work with members of the immediate team, as well as employees outside the organization, while demonstrating the ability to work independently.Must be customer and sales focused.Able to maintain confidentiality.How you will thrive and create an impact:Overall responsibility for Customer Service associate performance improvement to meet agreed-upon productivity and quality objectives.Responsible for Customer Service associate development.Manages associate hiring, retention, progressive disciplinary process, and terminations as necessary.Leads focus teams and pilot projects on areas of improvement. Leads and participates, assists, and represents customer service on process improvement initiatives, such as Kaizen, A3 projects, etc. May take the lead on smaller projects or portions of significant projects.Manages Customer Service Representative/Specialist and Team Lead training and coaching.Monitors and maintains daily workflow/service levels/activities within the center.Reviews, monitors, and analyzes metrics