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ETS Customer Support Representative II/III

Danaher Loveland, CO
  • Posted: 29 days ago
  • Other
DescriptionPurpose of Position:

The primary role of this position is providing quality service and support to all Internal and External Customers, both inside and outside the United States. The Customer Service Representative II/III (CSR II/III) serves as the point of contact to their customers, providing accurate and prompt service and support. This role determines possible solutions, including, order entry, issuing a return, credit memo, no charges, billing, give-a-way, free freight, inventory check or shipment trace, etc. Customer Service Representative II/III’s are responsible for completing assignments from the field, assist in solving technical problems, provide assistance to others when necessary, train others in the department where appropriate, and serve as back up to others within the department when needed, including manger or supervisor. With experience acts as a subject matter expert for Customer Support teams. The Customer Support Representative helps to exceed a customer’s expectations by investigating problems and providing the correct solution within company guidelines.

Essential Functions:
  • Provide prompt, accurate answers to internal and external customers through telephone, online and email
  • Able to enter customer orders into Hach’s order entry system
  • Able to assist with requests of multiple levels and complexity; pricing, shipping, product availability, terms and conditions, stock information, SDS sheets, etc.
  • Handle customer complaints, problems, holds and returns
  • Act as a liaison with Customer Support, Service, and other departments such as sales, operations, shipping, etc.
  • Assist in the development, Implementation, and monitoring of team KPI’s to meet core company objectives
  • Identify and manage customer escalations and utilize cross-functional relationships to negotiate ‘win-win’ solutions
  • Possess the ability and the daily discipline necessary to focus on key functions and activities
  • Ensure long term customer relationships by utilizing professional customer service skills
  • Complete Customer Support certifications
  • Additional tasks and projects as assigned
With Experience the Role May Include:
  • Subject matter expert on all of Customer Support business systems and procedures; quotes, returns, complaints, customer information changes, credits, returns, etc.
  • Acts as subject matter expert for other CSRs
  • Provide mentorship and exhibit "role model" behaviors for new associates
  • Provide back up for managers and supervisors

Qualifications
  • Preferred aptitude for working in Environmental Science, Biology, Chemistry, or related field
  • Minimum one year of experience in customer service, contact center or phone experience preferred
  • Advanced order entry knowledge, order management and customer support
  • Advanced knowledge of customer support processes (i.e., pricing, products, returns, etc.)
  • Ability to resolve customer complaints/problems and provide follow up to customers and supervisor
  • Must have the ability to make sound customer related decisions and respond quickly to customer needs
  • Knowledge of sales, exporting and shipping
  • Demonstrated computer proficiency. Experience with MS Office, Salesforce and Oracle preferred
  • Cisco, Upstream and Windows 7 OS software experience preferred
  • High School Diploma required
  • Post-secondary education preferred
Critical Competencies / Leadership Anchors:

Charts the Course –
  • Ability to identify and utilize resources and display strong ownership skills
  • Ability to accomplish multiple goals and projects delivering expected results
  • Ability to quickly assess new/ambiguous situations, prioritize critical tasks, and develop objectives towards resolution
  • Ability to embrace change in a work environment
Builds, People, Teams & Organizations –
  • Engaged in daily work and takes initiative to practice and apply new skills to continuously improve performance. Leverages strengths of other associates
Drive Innovation & Growth –
  • Committed to excellence and understands how daily work impacts the customer
  • Dedicated to exceeding the expectations of both internal and external customers
  • Demonstrates the ability to generate new ideas and improvement opportunities through customer feedback, VOC
  • Communicates and collaborates openly and clearly with coworkers and supervisor. Invites feedback to improve
Environment: Office environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach. The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell.

The employee must occasionally lift, carry, push or pull up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels.

The duties listed in job descriptions are intended only as illustrations of various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

PRE-EMPLOYMENT TESTING
External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach is an Equal Opportunity Employer

The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.

Danaher

Address

Loveland, CO
USA

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