Janice Verhoek

Avantor Sciences

03.1991 - 07.2024

33 plus years as a dedicated customer service representative for national accounts including DuPont, Chemours, Bristol Myers Squibb, PPD Development and Genzyme Laboratories
Processed customer orders with access to customer based procurement systems
Sourced laboratory supply products for customers utilizing technical support and outside vendors
Worked closely with outside sales representatives for above accounts to identify sales leads and proactively expedite and track customer orders
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Responded to customer requests for products, services, order status and invoice resolution
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Collaborated with team members to develop best practices for consistent customer service delivery.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team. Served as trainer for implementing multiple company systems including SAP