Associate Customer Care Specialist - Biofire

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.