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Customer Care Associate

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 Associate

Employment Status: Non-Exempt

Location: Coralville

Division: Customer & Technical Services

Department: Customer Care

Shift: Monday-Friday 10AM to 7PM

Purpose statement:

The Customer Care Associate is responsible for providing professional customer service by answering all incoming calls received through IDT’s main phone line and directing visitors to the appropriate personnel.

Essential Functions:

  • Receives and fields initial inquiries from customers calling in through the ShoreTel call center and delegate to appropriate personnel.

  • Greets and assists all IDT visitors and vendors.

  • Signs in visitors and vendors with Visitor Management Software and contacts appropriate department or individuals upon visitor arrival.

  • Generates reports utilizing the ShoreTel call center and Sightmax reporting functions.

  • Coordinates scheduling of IDT conference rooms.

  • Provides catering assistance to Executive Administrative staff.

  • Communicates with Customer Care management to ensure they are kept informed of relevant issues.

  • Drafts and/or reviews work instructions and process flow documentation.

  • Assists in training new Customer Care employees and provides cross-training to other IDT employees upon request.

  • Assists with tracking and reporting Customer Care key performance measures.

  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.

  • Performs other duties as assigned. 


  • High school diploma required.

Professional Experience:

  • Previous computer and phone experience required; multi?line phone experience preferred.

  • Previous Customer Service, Call Center, Receptionist or equivalent work experience preferred.

  • Excellent computer skills that include Microsoft Office applications and proficiency in typing required.

Other Job Qualifications

  • Knowledge of customer service fundamentals.

  • Knowledge of how own role impacts the customer experience.

  • Ability to adjust to change in a quick paced environment.

  • Ability to keep key personnel informed and up-to-date of imminent issues.

  • Adaptability to perform under stress when confronted with critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.

  • 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.

  • Adaptability to perform repetitive work or to perform continuously the same work, according to set procedures sequence or pace.

Physical Requirements:

Exert up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently

Constant (67%-100% of work day)

  • Sitting

  • Using Fingers/Grasping/Feeling

  • Talking

  • Hearing

  • Repetitive Motion

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 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 Associate, Other , Coralville, Iowa

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