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Purpose of Position:
The primary role of this position is to provide accurate and prompt information on products and services to meet customer demands in order placement and completion. This position is also responsible for relaying information from customers so that the company can continuously improve its offerings.
Provides prompt, accurate answers to internal and external customers through telephone, online and email communication
Enters customer orders into the company’s order entry system
Checks and releases various order holds as assigned for the position
Assists with requests on pricing, shipping, product availability, terms and conditions, and item information
Assists customers in determining product needs and provides basic assistance on products
Enters new accounts and updates existing accounts with accurate billing, shipping, and contact information
Acts as liaison / customer advocate interfacing with other Hach departments
Ensures long term customer relationships by utilizing professional customer service skills
Identifies sales opportunities and offers suggestions for complementary items to the customers
Identifies and enters sales leads
Completes Customer Support certifications
Expressed aptitude for working in Environmental Science, Biology, Chemistry, or related field
Minimum one year’ experience in customer service
Prior contact center experience helpful
Demonstrated ability to adapt to a fast-paced contact center environment, with strong emphasis on multi-tasking while actively listening to customers
Basic knowledge of customer support processes (i.e., pricing, products, etc.)
Proven ability to resolve customer complaints/problems and provide follow up to customers and supervisor
Demonstrated experience making sound customer related decisions and responding quickly to customer needs
Demonstrated computer proficiency. Experience with Windows, MS Office, Salesforce and Oracle preferred
Multi-channel contact center experienced preferred
High School diploma required
Critical Competencies/Leadership Anchors:
Charts the Course
Ability to identify and utilize resources and display strong ownership skills
Ability to accomplish multiple goals and projects delivering expected results
Ability to quickly assess new situations, prioritize critical tasks, and develop objectives towards resolution
Builds, People, teams & Organizations
Engaged in daily work and takes initiative to practice and apply new skills to continuously improve performance. Leverages strengths of other associates
Drive innovation & Growth
Is committed to excellence and understands how daily work impacts the customer
Dedicated to exceeding the expectations of both internal and external customers
Environment: Office environment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach. The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell.
The employee must occasionally lift, carry, push or pull up to 20 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels.
The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.
Hach is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
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