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Danaher Corporation Customer Care Advocate in Coralville, Iowa

Customer Care Advocate

Reports to: Manager of Customer Care

Employment Status: Non-Exempt

Pay Grade: B2 – Non-Technical Customer Support

Location: Coralville

Division: Customer & Technical Services

Department: Customer and Order Administration

Group: Customer Care

Shift: Mon- Fri 10:00 AM - 7:00 PM

Purpose statement:

The Customer Care Advocate provides professional customer service to IDT customers in regards to pricing and order inquiries.

The Customer Care Advocate interacts with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review. This individual may provide quotes, process sales orders, document customer complaints, and respond to customer service needs, including shipment, billing and warranty issues, and basic product inquiries. This individual may also provide in-house training on non-technical customer support.

Essential Functions:

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

  • Answers all customer inquiries received by phone, email and chat in a timely and thorough manner; documents these interactions in IDT’s Customer Relationship Management (CRM) database.

  • Demonstrates channel versatility and aptitude on multiple customer communication channels

  • Utilizes sales and manufacturing databases for all IDT sales entities to provide informed order and shipment status updates.

  • Provides quotes and/or account information upon request to ensure customers are able to make informed decisions regarding their purchase.

  • Reviews orders to screen for most common issues and clarifies any missing/unclear information.

  • 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.

  • Provides administrative support for IDT’s sales team.

  • 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:

  • Associate’s degree with 2 years customer service experience required; Bachelor’s degree preferred.

Professional Experience:

  • Excellent computer skills (including Microsoft Office applications and proficiency in typing) required.

  • Previous experience in customer service or related field preferred.

  • Previous experience with SAP or Salesforce preferred.

Other Job Qualifications

  • Ability to multitask and complete work with a sense of urgency.

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

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

  • Ability to work independently or collaboratively in a group.

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

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

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

  • Knowledge of customer service fundamentals.

  • 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 10 lbs. of force occasionally and/or up to a minimal amount frequently

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

Are you ready to join an innovative, fast-paced, new team? Apply Now!

Integrated DNA Technologies (IDT) conducts drug screens and background checks on applicants who accept employment offers.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.

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