Job Description

Purpose of Position:

Interacts with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review. May provide quotes, process sales order, document customer complaints, and respond to customer service needs, including shipment, billing and warranty issues, and basic product inquiries. May provide in-house training on non-technical customer support.

Essential Functions:

* Provide prompt, accurate answers to internal and external customers through telephone, online and email
* Able to enter all complexity of customer orders into Hachs order entry system
* Able to assist with requests of all level and complexity; pricing, shipping, product availability, terms and conditions, stock information, SDS sheets, etc.
* Subject matter expert on all of Customer Support business systems and procedures; quotes, returns, complaints, customer information changes, credits, returns, etc.
* Handle customer complaints, problems, and returns
* Proactively follow up with customers and Distributors on quotes to convert to order
* Acts as subject matter expert for other CSRs
* Assists CSR I & IIs in resolving issues
* Act as a liaison with Customer Support, Service, and other departments
* Assist in the development, Implementation, and monitoring of team KPIs to meet core company objectives
* Identify and manage customer escalations and utilize cross-functional relationships to negotiate win-win solutions
* Identify sales opportunities and offer appropriate up-sell and cross-sell opportunities to the customers
* Identify and enter sales leads
* Possess the ability and the daily discipline necessary to focus on key functions and activities
* Provide mentorship and exhibit role model behaviors for CSR Is and CSR IIs
* Provide back up for managers and supervisors
* Ensure long term customer relationships by utilizing professional customer service skills
* Complete Customer Support certifications
* Additional tasks and projects as assigned

Education, Background and Skill Requirements

* Preferred aptitude for working in Environmental Science, Biology, Chemistry, or related field
* One to two years experience in customer service, contact center or phone experience preferred
* Advanced order entry knowledge, order management and customer support
* Advanced knowledge of customer support processes (i.e., pricing, products, returns, etc.)
* Ability to resolve customer complaints/problems and provide follow up to customers and supervisor
* Must have the ability to make sound customer related decisions and respond quickly to customer needs
* Knowledge of sales, exporting and shipping
* Demonstrated computer proficiency. Experience with MS Office, Salesforce and Oracle preferred
* Cisco, Upstream and Windows 7 OS software experience preferred
* High School Diploma required. Postsecondary education preferred

Environment: Office environment.

Physical Demands:

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.

Work Environment

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.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is available here.