Customer Care Associate

Posté 22 juil. 2022

The Woodlands, Texas - United States

Demander un identifiant 253013

Détails

 

A career with MilliporeSigma is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. MilliporeSigma is a business of Merck KGaA, Darmstadt, Germany.


Your Role:

The Customer Care Associate is responsible for maintaining the existing customer base through proactive contact with existing customers to build long-term partnerships with our customers, and work in conjunction with the rest of the MilliporeSigma Custom Products Team to achieve sales goals. The Customer Care associate is responsible for the daily service-related contacts with all MilliporeSigma Custom Product customers in the United States as well as providing support for satellite locations globally (specifically Canada, Singapore, Latin America, and Australia). 
The Customer Care Associate functions may include, but are not limited to, the tasks below:

  • Contact with targeted customers and prospects
  • Build customer satisfaction with all customer contacts through professionalism and Trust.
  • Effectively and efficiently communicate with all customers through phone and email channels by listening, identifying, and responding to their needs.
  • Consistently meet established metrics for customer development (sales/service, etc.) by following appropriate workflow procedures and schedules. Monitor individual and team metrics which are posted monthly and through meetings.
  • Recognize important customer comments and communicate potential concerns and/or opportunities to the customer services supervisor.
  • Develop and follow an efficient schedule for managing telephonic and electronic communication with assigned contacts.
  • Triage calls coming in where a customer initially asks for technical support and assess if that can be handled without having to forward to technical support.
  • Follow procedures for Complaint Resolution each month and document activities in Customer Management software. Close the loop on all complaints to ensure customer satisfaction.
  • Assist with business projects/testing relating to systems including web and SAP when the need arises.
  • Ensure that customer requests and inquiries are documented and communicated to the appropriate channel for resolution. This includes orders, quote requests, order status, remake/return product requests, credit/debit requests, pricing changes, etc.
  • Ensure accuracy of order information and forward to Order Processing through established procedural channel.
  • Identify patterns in customer behavior that do not maximize the efficiency of our internal processes (for example – customers sending in orders not in our approved ordering templates and forms) and work to educate the customer proactively to prevent errors and delays in processing.
  • Proactively contact customers to place their orders online if it is noticed that they are emailing their orders in. Coordinate to ensure they have a web profile set up to simplify the ordering process.
  • Coordinate activities with inside sales and customer service as required.
  • Actively apply learning from training programs in daily job activity.
  • Provide feedback to supervisor regarding process/program effectiveness and make recommendations for improvement based on experience.
  • This role will be Hybrid with a minimum of 2 days per week in The Woodlands office.


Who you are:

Minimum Qualifications:

  • High School Diploma or GED
  • 1+ years customer service/sales support experience

 

Preferred Qualifications:

  •  Some college with SAP experience Skills
  •  Knowledge MS Suite
  •  Type by touch – 40 WPM minimum
  •  Basic knowledge of PCs
  •  Ability to work well under strict timelines and pressure
  •  Ability to adapt well to change
  •  Excellent oral and written communication skills
  •  Detail Oriented
  •  Ability to multitask and prioritize
  •  Problem solving and analytical skills
  •  Flexible in adjusting schedule if needed to address business needs
  •  Shows initiative

 

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.
We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology.
We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons.
Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!

 

Curious? Chat with one of our curious minds on our interactive Q&A platform and catch a glimpse of our people, values, and culture. You can also apply and find more information at https://jobs.vibrantm.com
If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html

 

If you are a resident of NYC, Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

 

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

 

As an employee of the Company, you will be required to comply with all of the Company’s COVID-19 safety protocols and policies. The organization has currently suspended enforcement of its COVID-19 Vaccination Policy, but that policy may be reinstated by the Company in its discretion.

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