What are the responsibilities and job description for the Customer Care Representative position at Eppendorf?
Your challenges
- Accurately enter and process customer purchase orders received via email, portal, EDI, or phone into ERP systems (e.g., SAP, Oracle).
- Coordinate with logistics and supply chain teams to resolve shipping issues, delays, or product availability concerns.
- Serve as the first point of contact for customer inquiries and requests, providing high-quality service via phone, email, and future omnichannel communication paths.
- Collaborate cross-functionally with teams including Technical Support, Quality Assurance, Finance, and Logistics to address customer concerns and follow through until resolution.
- Initiate and manage returns (RMAs), credit requests, and replacements in accordance with company policies.
- Provide general information about product features, catalog availability, lead times, regulatory documentation (e.g., Certificates of Analysis, Safety Data Sheets), and usage guidance.
- Document all customer interactions and service requests in the CRM platform, ensuring complete and accurate records.
- regular follow-ups to ensure issues are resolved within required timelines.
- Follow standard operating procedures (SOPs), work instructions, and customer service guidelines.
- Bachelor’s degree (B.A.) from a four-year college or university preferred; and 2–5 years in a customer-facing or sales operations role. A combination of education and experience is acceptable.
- Familiarity with CRM, ERP and quoting tools preferred.
- Ability to multi-task, prioritize, and respond quickly in a fast-paced, high-impact environment.
- Compensation: $22-$24/hr
- Bonus eligibility
- Competitive total rewards package including health, financial, and education benefits
- Contribute to improving the human living condition
- Direct impact on business
Salary : $22 - $24
