VWR Customer Care Expert Reviews | Glassdoor

VWR Customer Care Expert Reviews

Updated August 2, 2017
11 reviews

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Customer Care Expert

1.9
StarStarStarStarStar
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VWR President and Chief Executive Officer Manuel Brocke-Benz
Manuel Brocke-Benz
6 Ratings

Employee Reviews

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Pros
Cons
  • All emphasis is placed on arbitrary metrics that for the most part are just falsified numbers to satisfy to satisfy upper management (in 16 reviews)

  • Low pay for the demands we go through on a daily basis (in 11 reviews)

More Pros and Cons

  1. "Customer Care Expert"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CUSTOMER CARE EXPERT in Atlanta, GA
    Current Employee - CUSTOMER CARE EXPERT in Atlanta, GA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at VWR full-time (More than a year)

    Pros

    Lots of great people work for the company, free fruit weekly

    Cons

    Favoritism, Nepotisim, Tons of Politics, Extremely expensive benefits package, No support for work/life balance, unrealistic attendance and quality monitoring policies

    Advice to Management

    Listen to your employees , stop worrying about "metrics" and start looking at work


  2. Helpful (5)

    "Customer Service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CUSTOMER CARE EXPERT in Batavia, IL
    Former Employee - CUSTOMER CARE EXPERT in Batavia, IL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at VWR full-time (More than 3 years)

    Pros

    Friendly People, Draw you in and think you have a future

    Cons

    At the end of the day...Management only looks out for themselves. No opportunity to learn or grow or advance. They will throw you under the bus the first chance you get. Very low pay and unrealistic expectations. The quality monitoring process is an absolute joke, you could be doing great for years, but one mistake or metric below and they will treat you like dirt.

    Advice to Management

    Stop acting like you are all knowing. Listen to your employees. A little understanding goes a long way, people want to work for companies they believe in, not one they feel unsafe at.

  3. "CUSTOMER CARE EXPERT"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CUSTOMER CARE EXPERT in South San Francisco, CA
    Former Employee - CUSTOMER CARE EXPERT in South San Francisco, CA
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at VWR full-time (More than 10 years)

    Pros

    Great interactions between staff and management. A lot of activities employees can participate in
    like Customer Service Week, Holidays parties, free brown bag lunches training. Great 401 K plan,
    better than average salary. Supportive management. One on one coaching if personal numbers falls below monthly average.

    Cons

    Contact Center closed down due to budget cuts.

    Advice to Management

    Keep doing what you're doing.


  4. Helpful (1)

    "A lot of expectations with little pay"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CUSTOMER CARE EXPERT in Bridgeport, NJ
    Current Employee - CUSTOMER CARE EXPERT in Bridgeport, NJ
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at VWR full-time (Less than a year)

    Pros

    401k match. Various benefits and discounts such as wellness/gym membership, pet insurance, tuition reimbursement (after one year of employment and must maintain employment for 2 more years), cellular service. Recognition awards make you feel like you've accomplished something. If you do what you're supposed to do, you can succeed and be presented with new responsibilities.

    Cons

    Handle 50-60 calls per day during the peak months in the standard phone que (very overwhelming for those first starting out in a call center). The overall attitude is negative among co-workers. Tedious non-stop work. The quality monitoring process is built for failure as you are allotted virtually no mistakes (if you ask a customer to repeat their name you will get marked off, if you misspell a word in the notes of an order you will get marked off). Responsibilities continue to increase. SAP is a royal pain and very buggy. Pay is very low. Supervisors have several meetings/conference calls per week which makes them virtually inaccessible the majority of the day, causing workers to be forced to make decisions that are above their pay grade. If you aren't a teachers pet in regards to your relationship with your supervisor, you will get no where.

    Advice to Management

    Be more in touch with what goes on at the lower level. Realize that workers are often overworked and under appreciated which leads to high call outs, negative attitudes, and turnover.


  5. "Customer Care Expert"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CUSTOMER CARE EXPERT in Suwanee, GA
    Former Employee - CUSTOMER CARE EXPERT in Suwanee, GA
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at VWR full-time (More than a year)

    Pros

    Paycheck, good people for the most part, lots of training, free food sometimes, the actual job is easy, no weekends. I'd say it's a good job to have while looking for a better job. Another thing is that people seem to stick around for many years. I knew some that have been around 20 to 30 years.

    Cons

    No opportunities to advance, sometimes stressful, handling credits/returns is a lengthy process, sales reps can be a pain to deal with. Everyday is pretty much the same thing. Can get boring. Call center environment. Metrics.

    Advice to Management

    None.


  6. Helpful (1)

    "Very positive, professional rewarding company."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CUSTOMER CARE EXPERT in Suwanee, GA
    Former Employee - CUSTOMER CARE EXPERT in Suwanee, GA
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at VWR full-time (Less than a year)

    Pros

    Training, salary, benefits, professionalism, company perks

    Cons

    Very demanding, some office politics

    Advice to Management

    Continue to improve training technology


  7. Helpful (1)

    "Love the work I do. Compensation is not merit based."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CUSTOMER CARE EXPERT in Batavia, IL
    Current Employee - CUSTOMER CARE EXPERT in Batavia, IL
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at VWR full-time (More than a year)

    Pros

    Minimal supervision. You're expected to know and do your job without a lot of interference. Basically, you're not bothered unless you fall below a set metric.

    Cons

    Elitist company. Associates are not paid based on merit so you have people performing basic level tasks at a high rate of pay and people performing high level tasks at a low rate of pay. Having a degree is gold in this company. It doesn't matter if the degree is relevant to your position. Even a degree such as an Associates in culinary or fine arts will trump 10 years or more of experience and a proven track record of knowledge and capability. A lot a office politics in advancement. Unrealistic expectations in performance due to increasingly unattainable metrics.

    Advice to Management

    Value your top performers and make this a place they want to stay. You're losing talented and dedicated people with unfair compensation for the job done and promoting people based on office politics rather than who can actually do the job best.

  8. "OK"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CUSTOMER CARE EXPERT in Batavia, IL
    Current Employee - CUSTOMER CARE EXPERT in Batavia, IL
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at VWR full-time (More than a year)

    Pros

    the people are friendly and amicable

    Cons

    do not appreciate employees strenghts


  9. "Learning what 'fast-paced environment' really meant."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CUSTOMER CARE EXPERT in Brisbane, CA
    Former Employee - CUSTOMER CARE EXPERT in Brisbane, CA
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at VWR part-time (More than 5 years)

    Pros

    Our big boss. He would walk around the call center area and greet you and asked how you were doing. He wasn't just our big boss who watched over our supervisors and kept himself in his office. He really cared for each person.

    Cons

    The office drama that happens in a work place.

    Advice to Management

    Always make yourself known to everyone and show that you care, and in return your employees will care too. Always make sure your supervisors are always available when someone needs them.


  10. Helpful (1)

    "Customer Care"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CUSTOMER CARE EXPERT in Atlanta, GA
    Current Employee - CUSTOMER CARE EXPERT in Atlanta, GA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at VWR full-time (More than a year)

    Pros

    Monday - Friday employment, holiday and vacation packages are amazing.

    Cons

    Scheduled work hours with strict time adherence daily.

    Advice to Management

    More growth potential.