***This job posting represents both current and future hiring into the Customer Care Advocate role. Contact to applicants will be made as positions are coming open. By applying to this role, you are indicating interest in being contacted regarding future roles as they become available.***

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.

Sign-on and Tenure Bonus Eligible.

Job Title: Strategic Services Account Manager

Shift: Monday-Friday Days; Exempt

Location: Coralville, IA ?

*Mobile/Remote (On-Site/Work from Home Hybrid)*

-Mobile associates must live in an area that does not exceed a 100-mile (150 km) radius of an IDT location. *May require on-site occasional presence for team meetings, etc.

Purpose Statement: 

The Strategic Services Account Manager provides professional customer service and basic project management assistance to strategic customer accounts.

Essential Functions:

• Fields all customer inquiries for assigned accounts leading up to and after order placement to provide a positive customer experience.

• Answers and documents all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database; primary contact is through email and phone.    

• Coordinates project intake, quoting and order administration for assigned accounts.

• Coordinates, participates in, and distributes meeting notes for customer conference calls, internal meetings, and visits; works directly with Quality Assurance team to coordinate customer audits. Manages and oversees action item completion from these interactions.

• 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.

• 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:

• Bachelor’s degree required; alternatively an Associate’s degree with 3 years IDT experience required.

• Bachelor’s degree in Biology, Chemistry or related science field preferred.

Professional Experience:

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

• Previous experience in customer service or a related field preferred.

Other Job Qualifications

• Ability to consistently manage multiple priorities and solve problems using critical thinking skills.

• Ability to effectively communicate, both orally and in writing, to customers and colleagues.

• Knowledge of customer service fundamentals.

• Ability to work independently or collaboratively in a group.

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

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

• Ability to bring informal teams of experts together to address issues/needs, share information and resolve differences or problems, as required.

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

• Ability to adjust to change in quick paced environment.

• 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.

Physical Requirements:

Exert up to 10lbs. 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 accurately read measurements on equipment.

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

What We Offer:

• Generous Paid Time Off Accruals

• PAID Volunteer Time Off

• 10 Paid Holidays

• 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.