What are the responsibilities and job description for the Customer Care Representative position at Eppendorf?
Your challenges
- Process and manage customer orders end-to-end (entry, confirmation, shipping updates, backorders) across multiple channels and ERP systems.
- Serve as the primary point of contact for customers, delivering responsive, professional support via phone, email, and other channels.
- Build and maintain strong customer relationships, handling difficult conversations with empathy and ensuring issues are fully resolved.
- Investigate and resolve order, shipment, product, and billing issues in coordination with Logistics, Technical Support, Quality, and Finance.
- Manage returns, credits, and replacements (RMAs) in line with company policies, documenting all resolutions and follow-up actions.
- Provide general product information, documentation, and lead times, and route technical inquiries or special requests to internal experts.
- Maintain accurate records in CRM, manage and close service cases within SLAs, and adhere to SOPs, service standards, and compliance requirements.
- Contribute to continuous improvement by tracking KPIs, identifying recurring issues, sharing customer insights, and supporting process and system enhancements.
- Bachelor’s degree (B.A.) from a four-year college or university preferred; and one to two years’ related experience and/or training; or equivalent combination of education and experience.
- Ability to read, analyze, and interpret common scientific and technical journals, business periodicals, and government regulations.
- Experience and familiarity with Microsoft Office
- Compensation - $22 - $24/hr.
- Annual bonus structure
- Competitive total rewards package including health, financial, and education benefits
- Personal and professional growth opportunities
Salary : $22 - $24