Customer Care Representative

Your challenges

• Accurately enter and process customer purchase orders received via email, portal, EDI, or phone into ERP systems (e.g., SAP, Oracle).
• Coordinate with logistics and supply chain teams to resolve shipping issues, delays, or product availability concerns.
• Serve as the first point of contact for customer inquiries and requests, providing high-quality service via phone, email, and future omnichannel communication paths.
• Collaborate cross-functionally with teams including Technical Support, Quality Assurance, Finance, and Logistics to address customer concerns and follow through until resolution.
• Initiate and manage returns (RMAs), credit requests, and replacements in accordance with company policies.
• Provide general information about product features, catalog availability, lead times, regulatory documentation (e.g., Certificates of Analysis, Safety Data Sheets), and usage guidance.
• Document all customer interactions and service requests in the CRM platform, ensuring complete and accurate records.
• regular follow-ups to ensure issues are resolved within required timelines.
• Follow standard operating procedures (SOPs), work instructions, and customer service guidelines.

Your expertise

Your benefits at Eppendorf