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Customer Care Advocate

Company: Integrated DNA Technologies
Location: Coralville
Posted on: May 4, 2021

Job Description:

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 - 9:00pm)

Purpose statement:

The Customer Care Advocate provides professional customer service to IDT customers in regards to pricing and order inquiries.

Essential Functions:



  • 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 communication channels


  • 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 purchase.


  • Reviews orders to screen for most common issues and clarifies any missing/unclear information.


  • 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.



    Education:



    • Associate's degree with 2 years customer service experience required; Bachelor's degree preferred.



      Professional Experience:



      • Excellent computer skills (including Microsoft Office applications and proficiency in typing) required.


      • Previous experience in customer service or related field preferred.


      • 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 issues.


        • Ability to work independently or collaboratively in a group.


        • Ability to identify processes in need of optimization and suggest solutions.


        • Ability to adjust rules and processes for individual situations as needed.


        • 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.



          Physical Requirements:



          • Exert up to 10 lbs. of force occasionally and/or up to a minimal amount frequently



            Visual Acuity:



            • Work requires close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.


            • Ability to read pertinent printed material and distinguish colors.


            • Ability to prepare and read written documentation; use of computer.



              Benefits

              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. associates


              • 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 companies

                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 what's possible.

                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.

                recblid 1r9pr03xw5st1cmx2wbmgtcpr2tm0p

Keywords: Integrated DNA Technologies, Cedar Rapids , Customer Care Advocate, Other , Coralville, Iowa

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