Associate Customer Care Specialist

Description

Position Summary

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

Primary Duties

1. Manage customer conversations across all support channels, email, phone, eCommerce and escalate/forward to appropriate teams as needed to ensure rapid support.
2. 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.
3. Analyze customer pricing discrepancies with Pricing team, as required, to ensure accuracy and avoid credit memos.
4. Document Customer Logistical 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.
5. Assist with projects and programs in collaboration with other customer facing functions to drive continuous improvement.
6. Perform all work in compliance with company quality procedures and standards.
7. Performs other duties as assigned.

Education

• High School Diploma, GED or equivalent required.

Experience:

• 1+ years direct customer contact experience required.
• Experience using SAP preferred.
• Order fulfilment & issue resolution experience experience preferred
• Experience working within the life sciences industry preferred

Knowledge, Skills, and Abilities (KSAs)

• Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
• Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
• Detail orientation to complete tasks without errors and produce high-quality work.
• Learning agility to be able to learn from experiences and apply that knowledge to new situations.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Ability to deal with difficult situations in a timely and bold manner.
• Ability to cooperate with others at all levels including leadership.
• General business knowledge such as basic finance, marketing, sales, and accounting.
• Proficient in using Microsoft Office Suite products.
• Effective verbal communication skills.
• Easily accessible and open to communication; build and maintain positive, productive interactions with colleagues.
• Consistently uphold and reflect the core ethical principles and values that bioMérieux promotes.
• Maintain composure by staying calm, focused, and professional in high-pressure or stressful situations.
• Emotional intelligence to recognize, understand, and manage one's own emotions, as well as the emotions of others.
• Actively and attentively listen to others, ensuring a clear understanding of their messages, needs, and concerns.

Working Conditions

• Ability to remain in stationary position, often seated, for prolonged periods.

The estimated wage range for this role in North Carolina is between $21.60 and $30.50/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, bioMérieux offers a competitive Total Rewards package that may include:

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
• Company-Provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves

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Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site or contact us at [email protected] .

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected] , or by dialing 711 for access to Telecommunications Relay Services (TRS).