Customer Care Advocate

Company: Integrated DNA Technologies Inc
Location: Coralville
Posted on: July 21, 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.

Job Title: Customer Care Advocate

Location: Coralville, IA

Shift: Mid-Day (Monday - Friday 10:00am - 7:00pm)

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

Constant (67%-100% of work day)

• Reaching: extending hand(s) and arm(s) in any direction.

• Sitting: to assume a position in which the weight is largely supported by the buttocks, usually with the body vertical and the thighs horizontal.

• Using Fingers/Grasping/Feeling: writing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling. Applying pressure to an object with the fingers or palm and perceiving attributes of objects such as size, shape, temperature or texture by touch.

• Talking: expressing or exchanging ideas by means of the spoken work- those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

• Hearing: perceiving the nature of sounds at normal range; ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when auscultating and percussing.

• Repetitive Motion: substantial movements (motion) of the wrists, hands, and/or fingers.

Occasional (33% or less of work day)

• Standing: maintaining an upright position.

• Walking: moving about on foot to accomplish tasks.

• Lifting: raising objects from a lower to a higher position or moving objects horizontally from position to position.

• Bending: bending body downward and forward by bending spine at the waist and/or bending leg; bending legs at knee to come to rest or kneel.

• Pushing/Pulling: using upper extremities to press against something with steady force in order to thrust forward, downward or outward/using upper extremities to exert force in order to drag, haul or tug objects in a sustained motion.

• Climbing: stairs, stools, ramps, ladders.

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.

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.

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.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 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 Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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