What are the responsibilities and job description for the Customer Experience Representative position at Heraeus Holding GmbH?
Creating foldable displays, advancing medical innovations, or giving new life to precious metals – at Heraeus, we empower our customers to stay ahead of the curve. As a family-owned global technology leader, we take pride in being the invisible force driving innovation. Whether in production, research, sales, or administration, we deliver world-class quality across key industries: Metals & Recycling, Healthcare, Semiconductor & Electronics, and Industrials. With a strong global presence, including a significant footprint in the United States, Heraeus employs approximately 15,200 people across 40 countries, all dedicated to shaping the future of technology and industry.
About Heraeus
Solutions from the Heraeus Group provide faster internet, rid water of germs, and keep hearts beating in time. As a broadly diversified and globally leading family-owned technology company, we combine materials expertise and technological leadership to create the most diverse products, all with one thing in common: World-class quality. Working with customers around the world, we shape the future and provide vital innovations in the areas of Metals & Recycling, Healthcare, Semiconductor & Electronics and Industrials. Heraeus is one of the top 10 family-owned companies in Germany and has a team of around 17,200 employees in 40 countries.
About Engineered Tissue Solutions
Engineered Tissue Solutions was acquired in 2021 by the Heraeus Group, a broadly diversified family-owned technology company. Learn more about Heraeus Group at www.heraeus.com.
The following challenges await you:
General and Administrative:
- Serve as a first point of contact for customers and field reps via phone and email
- Follow standard operating procedures (SOPs) with professionalism and integrity
- Assist with preparing order status reports and tracking documentation
- Support coordination of internal and external visits or meetings as needed
- Support office administrative tasks as required
Customer Operations:
- Set up and maintain customer records and data, including pricing, billing, and shipping preferences
- Process inbound customer orders in the ERP system accurately and on time
- Manage documentation related to pricing agreements, contracts, and IDNs/GPOs
- Coordinate returns, credits, and replacements with internal teams
- Track and confirm shipments, and ensure timely delivery of products
Customer Experience:
- Provide responsive and courteous support to healthcare customers and sales representatives
- Coordinate demo/sample/evaluation product requests and ensure timely fulfillment
- Respond to questions about product availability, order status, and company processes
- Assist with the preparation of monthly service metrics and team reporting
- Escalate complex issues to senior team members or leadership as needed
Other:
- Adhere to all federal, state and local laws.
- May perform other duties as assigned.
- Use only approved corporate literature, scientific data and presentations when interacting with customers and potential customers.
- Immediately forward customer feedback that may indicate a problem with any ETS product to Quality.
- Perform activities according to applicable company QMS procedures
Your Profile:
- High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
- 5 years in customer service, or 5 years in an office administration, logistics or similar role with a customer facing aspect
- Experience in healthcare or a regulated industry a plus
- Equivalent combination of education and experience will be considered
Curious? Apply now!
Heraeus is proud to be an employer that provides equal access to opportunities for all its employees. We provide fair and equal consideration to all qualified applicants, regardless of sex, gender identity, sexual orientation, race, color, religion, national origin, physical or mental disability, protected veteran status, age, or any other legally protected characteristic. A diverse and inclusive culture is at the heart of our Vision, Mission, and Values. We are dedicated to cultivating a workforce that reflects a broad spectrum of cultures, backgrounds, and perspectives.
We participate in E-Verify to confirm employment eligibility after hire. Learn more at www.e-verify.gov
Any further questions?
If you need any assistance or have questions, please contact hrdirect-americas@heraeus.com or visit our website at jobs.heraeus.com.
Keywords: sales, inside sales, operations, customer service
ReqID: 58710