Customer Care Specialist

4 weeks ago

Kalamazoo, United States Epredia Full time

Be a part of a global team where what we do matters At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding – both personally and professionally – because what we do matters. We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation. People – We win as a team. Customer – We deliver customer-centric solutions. Continuous Learning – We learn and always aim to be better. Innovation – We innovate every day. Results – Results matter for all of us. Job Title: Customer Care Specialist Who you are: You have energy and drive in abundance, a passion for serving our customers and possess a growth mindset and love of continuous learning, with an appreciation for diverse perspectives and helping others win. Position Overview: Our values reinforce our culture of collaboration, growth mindset, and how we serve our customers. + As a Customer Care Specialist with Epredia, you will work in conjunction with the Customer Care Supervisor to ensure customer satisfaction and a highly proactive level of customer service every day. + You will be a point of contact for managing phone and email support from domestic customers, ensuring their needs are provided for in a timely manner. Location: This role works on a hybrid schedule, and would report to our Kalamazoo site Tuesdays-Thursdays. What you will do: + Enter and update/manage all orders received via email and phone, with products ranging from IHC, Consumables, Instruments, Etc. + Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order process. + Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address while ensuring adequate coverage of the customer’s business, anticipating their needs in a way that seeks to eliminate any need for your account(s) to contact us with questions, aside from placing new orders. + Enter all needed customer complaints and product returns. + Investigate overdue and damaged shipments or shortages in shipments already received. + Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times. + Gather and disseminate information and pursue a course of action for timely resolution. Investigate by contacting other departments, supervisors, sales, business and channel partners, and/or freight carriers. Utilize needed systems to locate required information. + Analyze and resolve customer concerns using established procedures. Examine pertinent information to determine the validity of customer complaints and to determine responsibility for errors and resolution throughout the order process. + Document any applicable processes when serving as a Subject Matter Expert for the team. + Analyze the open order report and collaborate with Materials/MFG/Sales and other departments to ensure that orders are shipped out on time. + Identify the root cause of past due items and help drive solutions to meet customer expectations. + Run the Billing Due List and identify/address any shipments that have not been invoiced. Help to set up a sustainable process to ensure that shipments are invoiced the same evening as they are shipped out. + View and recommend process improvements that benefit both Epredia and the customer. + Other duties as assigned. Qualifications & Skills: + Proficiency in all areas of essential functions outlined above. + Minimum 1 year’s experience in a customer-facing role. + High School education required + Proficient with MS Office + SAP and/or Salesforce experience is preferred. + Strong interpersonal and organizational skills. + Strong critical-thinking skills. + The individual should be self-motivated, a quick learner, and able to develop and maintain constructive working relationships within and outside of the company. + Ability to set priorities and make decisions in a dynamic work environment. + Detail-oriented and highly accurate, with strong follow-up skills. #LI-HH1 TO ALL RECRUITMENT AGENCIES: Epredia does not accept unsolicited third-party resumes. Building an Inclusive Culture: We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.

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