Associate Customer Care Specialist

Customer Support Specialist

Serve internal and external customers with a first call resolution philosophy by providing information and prioritizing their needs through cross collaboration with other departments such as sales, supply chain, accounts receivable, marketing, etc., while also processing customer orders, thereby building loyalty and trust across the organization.

Primary Duties

• Manage customer conversations across all support channels, email, phone, eCommerce and escalate / forward to appropriate teams as needed to ensure rapid support.
• Process and manage internal / external customer orders and requests received via telephone, fax, mail, and eCommerce, working closely with logistics and marketing regarding product allocations and keeping customers informed of lead times and / or delays.
• Analyze customer pricing discrepancies with pricing team, as required, to ensure accuracy and avoid credit memos.
• Document customer logistic complaints through the notification module in SAP. Assist in determining root cause and appropriate solution; enter no charge replacement orders or issue credit / debit memos or returns as appropriate; communicate errors to applicable departments for review and corrective action.
• Assist with projects and programs in collaboration with other customer facing functions to drive continuous improvement.
• Perform all work in compliance with company quality procedures and standards.
• Performs other duties as assigned.

Education

Experience

Knowledge, Skills, and Abilities (KSAs)

Working Conditions

The estimated wage range for this role is between $22.50 and $25.50 / hour. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer.

In addition, bioMrieux offers a competitive Total Rewards package that may include :