Danaher Corporation Customer Care Advocate in Coralville, Iowa
Customer Care Advocate
Reports to: Manager of Customer Care
Employment Status: Non-Exempt
Pay Grade: B2 – Non-Technical Customer Support
Division: Customer & Technical Services
Department: Customer and Order Administration
Group: Customer Care
Shift: Mon- Fri 10:00 AM - 7:00 PM
The Customer Care Advocate provides professional customer service to IDT customers in regards to pricing and order inquiries.
The Customer Care Advocate interacts with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review. This individual may provide quotes, process sales orders, document customer complaints, and respond to customer service needs, including shipment, billing and warranty issues, and basic product inquiries. This individual may also provide in-house training on non-technical customer support.
Fields customer inquiries leading up to and after order placement to provide a positive customer experience.
Answers all customer inquiries received by phone, email and chat in a timely and thorough manner; documents these interactions in IDT’s Customer Relationship Management (CRM) database.
Demonstrates channel versatility and aptitude on multiple customer communication channels
Utilizes sales and manufacturing databases for all IDT sales entities to provide informed order and shipment status updates.
Provides quotes and/or account information upon request to ensure customers are able to make informed decisions regarding their purchase.
Reviews orders to screen for most common issues and clarifies any missing/unclear information.
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.
Provides administrative support for IDT’s sales team.
Drafts, reviews and maintains work instructions and process flow documentation for individual accounts.
Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
Performs other duties as assigned.
- Associate’s degree with 2 years customer service experience required; Bachelor’s degree preferred.
Excellent computer skills (including Microsoft Office applications and proficiency in typing) required.
Previous experience in customer service or related field preferred.
Previous experience with SAP or Salesforce preferred.
Other Job Qualifications
Ability to multitask and complete work with a sense of urgency.
Ability to effectively communicate, both orally and in writing, to customers and colleagues.
Ability to keep key personnel informed and up-to-date of imminent issues.
Ability to work independently or collaboratively in a group.
Ability to identify processes in need of optimization and suggest solutions.
Ability to adjust rules and processes for individual situations as needed.
Ability to adjust to change in a quick paced environment.
Knowledge of customer service fundamentals.
Adaptability to performing 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.
Adaptability to accepting responsibility for the direction, control or planning of an activity.
Exert up to 10 lbs. of force occasionally and/or up to a minimal amount frequently
What We Offer:
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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