Customer Care Advocate
Company: Integrated DNA Technologies
Posted on: May 4, 2021
IDT is the leading manufacturer of custom oligonucleotides and
proprietary technologies for genomics applications. Our work is
complex and cutting-edge, and our team members are curious,
creative thinkers who understand that good data drives smart
decisions. At IDT, we realize that although science may be uniform,
people are unique. We promote a culture where engaged people are
motivated and have opportunities to achieve their full potential,
as part of one global team.
IDT is proud to work alongside a community of nine fellow Danaher
Life Sciences companies. Together, we're pioneering the future of
science and medicine, developing products that enable researchers
in the fight to save lives.
Location: Mobile (Partial On-Site/Work from Home Arrangement)
Must live in an area that does not exceed a 100-mile (150 km)
radius of Coralville, IA.
Shift: M-F Rotating schedule, 4 days for 10 hours (10:00am -
The Customer Care Advocate provides professional customer service
to IDT customers in regards to pricing and order inquiries.
Fields customer inquiries leading up to and after order placement
to provide a positive customer experience.
Answers all customer inquiries received by phone, email and chat in
a timely and thorough manner; documents these interactions in IDT's
Customer Relationship Management (CRM) database.
Demonstrates channel versatility and aptitude on multiple customer
Utilizes sales and manufacturing databases for all IDT sales
entities to provide informed order and shipment status updates.
Provides quotes and/or account information upon request to ensure
customers are able to make informed decisions regarding their
Reviews orders to screen for most common issues and clarifies any
Resolves complaints by determining the cause of the problem,
selecting and explaining the best solution to solve the problem and
expediting resolution to the customer's satisfaction.
Provides administrative support for IDT's sales team.
Drafts, reviews and maintains work instructions and process flow
documentation for individual accounts.
Demonstrates behavior consistent with the Integrated DNA
Technologies Core Values.
Performs other duties as assigned.
Associate's degree with 2 years customer service experience
required; Bachelor's degree preferred.
Excellent computer skills (including Microsoft Office applications
and proficiency in typing) required.
Previous experience in customer service or related field
Previous experience with SAP or Salesforce preferred.
Other Job Qualifications:
Ability to multitask and complete work with a sense of urgency.
Ability to effectively communicate, both orally and in writing, to
customers and colleagues.
Ability to keep key personnel informed and up-to-date of imminent
Ability to work independently or collaboratively in a group.
Ability to identify processes in need of optimization and suggest
Ability to adjust rules and processes for individual situations as
Ability to adjust to change in a quick paced environment.
Knowledge of customer service fundamentals.
Adaptability to performing a variety of duties, often changing from
one task to another without loss of efficiency or composure.
Ability to maintain both a high standard of courtesy and
cooperation in dealing with co-workers.
Adaptability to accepting responsibility for the direction, control
or planning of an activity.
Exert up to 10 lbs. of force occasionally and/or up to a minimal
Work requires close vision, distance vision, peripheral vision,
depth perception and ability to adjust focus.
Ability to read pertinent printed material and distinguish
Ability to prepare and read written documentation; use of
What We Offer:
Generous Paid Time Off Accruals
16 Hours PAID Volunteer Time Off
10 Paid Holidays
Up to eight (8) weeks of 100% paid parental leave to eligible U.S.
401(k) with Company Match
Medical, Dental, and Vision Insurance Options
Integrated DNA Technologies (IDT) conducts drug screens and
background checks on applicants who accept employment offers.
About Integrated DNA Technology, part of the Danaher family of
When you join us, you'll also be joining Danaher's global
organization, where 68,000 people wake up every day determined to
help our customers win. As an associate, you'll try new things,
work hard, and advance your skills with guidance from dedicated
leaders, all with the support of powerful Danaher Business System
tools and the stability of a tested organization.
Danaher is committed to a diverse and inclusive culture where
everyone feels they belong and all voices are heard. We believe in
our associates and the unique perspectives they bring to every
challenge, which is why we'll empower you to push the boundaries of
If you've ever wondered what's within you, there's no better time
to find out.
Danaher Corporation and all Danaher Companies are equal opportunity
employers that evaluate qualified applicants without regard to
race, color, national origin, religion, sex, age, marital status,
disability, veteran status, sexual orientation, gender identity, or
other characteristics protected by law.
Keywords: Integrated DNA Technologies, Cedar Rapids , Customer Care Advocate, Other , Coralville, Iowa
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