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 Responsibilities:
- 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 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.
- Assist with projects and programs in collaboration with other customer facing functions to drive continuous improvement.
- Perform other job duties as assigned.
Education, Skills, & Experience:
- High School Diploma required with 1+ years of direct customer contact experience preferred.
- Excellent verbal and written communication.
- General business knowledge such as basic finance, marketing, sales, and accounting
- Good working knowledge of Microsoft Office Suite products required
- Working knowledge of SAP preferred.
The estimated salary range for this role based in Lombard or the surrounding area is between $22.00 and $24.00 per 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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