Customer Care Representative f/m/d
London, Connecticut, United States
Job Description
How you can make an impact
What sets you apart
What we offer
- Process and manage customer orders end-to-end - from entry and confirmation to shipping updates and backorders - across multiple channels and ERP systems.
- Act as the primary point of contact for customers via phone, email and other channels, providing responsive, professional support and a positive experience in every interaction.
- Build and maintain strong customer relationships, managing difficult conversations with empathy and ensuring that questions, complaints and escalations are fully resolved.
- Investigate and resolve order, shipment, product and billing issues in close collaboration with Logistics, Technical Support, Quality and Finance, documenting all outcomes clearly.
- Handle returns, credits and replacements (RMAs) in line with company policies, ensuring accurate documentation, timely follow-up and clear communication with customers.
- Provide general product information, documentation and lead times, routing technical questions or special requests to internal experts and tracking responses through to closure.
- Maintain accurate records in CRM, manage and close service cases within defined SLAs, follow SOPs and service standards, and contribute to continuous improvement by tracking KPIs, sharing customer insights and supporting process enhancement.
What sets you apart
- Bringing a bachelor's degree (B.A.) from a four-year college or university is preferred; alternatively, you offer one to two years of related experience and/or training or an equivalent combination of education and experience.
- Experience in customer service or order management, ideally in a B2B or technical environment, with a track record of handling customer inquiries from start to finish.
- Confident user of Microsoft Office and comfortable working with ERP, CRM and other business systems to manage orders, cases and documentation.
- Strong communication skills - written and verbal - that help you explain information clearly, manage expectations and navigate challenging conversations with professionalism and empathy.
- A detail-oriented, structured working style: you keep records accurate, follow processes and manage multiple requests and priorities in parallel.
- Problem-solving mindset: you enjoy investigating issues, coordinating with cross-functional teams and finding practical solutions for customers.
- Team-oriented and proactive: you share insights, contribute ideas for improvements and collaborate closely with colleagues across departments.
What we offer
- We value your contribution. An hourly wage in the range of $22-$24 /hr., plus an annual bonus structure, recognizes your impact on our customers and business.
- Purpose and impact. You support customers who work in laboratories and research environments, helping them receive the products they need to improve people's lives.
- Comprehensive benefits. A competitive total rewards package, including health, financial and education benefits, supports you in different stages of life.
- Growth and development. Personal and professional growth opportunities help you build your expertise in customer care, systems and the life science industry.
Apply
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