Danaher Corporation B2B Account Manager in Coralville, Iowa
Employment Status: Exempt
Grade Assignment: P1- Non-Technical Customer Support
The Account Manager provides professional service and complex account and relationship management for strategic GMP and/or commercial customers.
Fields all customer inquiries for assigned accounts leading up to and after order placement to provide a positive customer experience; manages complex product development projects for contract manufactured product lines.
Works with customers to develop and capture detailed specifications in master records.
Answers and documents all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database; primary contact is through email and phone.
Coordinates project intake, quoting and order administration for assigned accounts, working with multiple departments within the organization to ensure the customer’s needs are met and efficient internal processes are applied.
Coordinates, participates in, and distributes meeting notes for customer conference calls, internal meetings, and visits; works directly with Quality Assurance team to coordinate customer audits as needed. Manages and oversees action item completion from these interactions.
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; requires compliance with defined complaint handling and escalation procedures.
Drafts, reviews and maintains work instructions and process flow documentation for individual accounts as needed.
Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
Performs other duties as assigned.
Bachelor’s degree or Associate’s Degree with five or more years of IDT experience required.
Bachelor’s degree in Biology, Chemistry or related science field is preferred.
Excellent computer skills that include Microsoft Office applications and proficiency in typing required.
Previous experience in customer service or a related field preferred.
Other Job Qualifications
Ability to consistently manage multiple priorities and solve problems using critical thinking skills.
Ability to effectively communicate, both orally and in writing, to customers and colleagues.
Knowledge of customer service fundamentals.
Ability to work independently or collaboratively in a group.
Ability to identify processes in need of optimization and routinely suggest solutions.
Ability to keep key personnel informed and up-to-date of imminent issues.
Ability to bring informal teams of experts together to address issues/needs, share information and resolve differences or problems, as required.
Ability to adjust rules and processes for individual situations as needed.
Ability to adjust to change in a quick-paced environment.
Ability to perform under stress when confronted with emergent, critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.
Ability to perform 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.
Ability to accept responsibility for the direction, control or planning of an activity.
Adaptability to situations requiring the precise attainment of set limits, tolerances or standards.
Ability to perform repetitive work or to perform continuously the same work, according to set procedures sequence or pace.
Travel Requirements (anything requiring an overnight stay):
- Seldom travel (up to 5% of time) is required.
Exert up to 10lbs. of force occasionally and/or up to a minimal amount frequently
What Do You Offer?
Shift Differentials, depending on shift 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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