What are the responsibilities and job description for the Customer Contact Associate position at Avient?
The Customer Contact Associate will report to the Customer Contact Supervisor. This role is essential in delivering exceptional customer experiences by handling a wide variety of inquiries, resolving issues, and providing accurate information to our valued customers. This role will also be responsible for generating high-quality leads for the sales organization. Your excellent communication skills, problem-solving abilities, and dedication to superior service will be essential to your success.
Our goal is to provide our customers with an impeccable experience that surpasses all expectations. As a member of the Customer Contact Team, the Customer Contact Associate will be instrumental in establishing the right tone for the Avient brand and overall customer satisfaction by directly interacting with customers to resolve real-time issues, answer questions, and ensure customer inquiries are properly routed. This role also involves bridging the gap from initial customer engagement to pipeline growth.
Essential Functions
- Assist the Customer Contact Team with a variety of tasks.
- Deliver exceptional customer experiences by listening attentively to customers, addressing their needs across multiple platforms (phone, email, web inquiries, and live chat), and adhering to defined processes and systems.
- Develop a strong understanding of Avient products and services through ongoing training and professional development to stay updated on products, services, and industry trends.
- Serve as the primary point of contact for customer service, accurately directing inquiries to appropriate business units or regions.
- Assess situations to direct inquiries to appropriate contacts, following established scripts, guidelines, and processes to ensure consistent service delivery.
- Resolve customer inquiries with patience, empathy, and a customer-centric approach, following established procedures.
- Serve as the initial point of contact for customer sales inquiries, gathering customer requirements using customer-centric selling techniques, generating lead requests, attributing them to the correct campaign, and directing them to the appropriate sales team.
- Utilize various CRM systems to accurately document interactions, route, and address customer inquiries while meeting quality and productivity goals.
- Provide administrative support, including but not limited to, invoice administration, filing, scanning, copying, and data entry.
- Work semi-independently with general supervision and guidance, following established procedures and ensuring effective communication among team members.
- Contribute to a positive team environment.
- Learn front desk coverage as needed by using defined processes and systems.
- Depending on rotation of duty, hours are 8 : 00 AM to 5 : 00 PM.
- Other duties as assigned
Education and Experience
Additional Qualifications
Competencies
Environmental, Health, Safety, & Security (EHS&S) Requirements
Security includes physical security and cyber security.
Who We Are
Avient Corporation provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world. Examples include :
Avient employs approximately 10,000 associates and is certified ACC Responsible Care®, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work®. For more information, visit www.avient.com.
Why Avient
Avient Corporation is a world-class sustainable organization built on innovation, collaboration, and employee development. We are committed to providing a supportive and dynamic work environment where our diverse associates can grow and succeed, as well positively impacting our planet and the communities we serve. Our Great Place to Work culture, values, and benefits make Avient an employer of choice for top talent.
We believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person's qualifications, abilities, experience and performance.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state and local law.
