Your challenges

Order Management & Fulfillment

• Accurately enter and process customer purchase orders received via email, portal, EDI, or phone into ERP systems (e.g., SAP, Oracle).
• Communicate proactively with customers regarding order confirmations, expected ship dates, backorders, partial shipments, and delivery status.
• Coordinate with logistics and supply chain teams to resolve shipping issues, delays, or product availability concerns.

Customer Communication & Relationship Management

• Serve as the first point of contact for customer inquiries and requests, providing high-quality service via phone, email, and future omnichannel communication paths.
• Build trust with key customers and foster positive relationships to support customer retention and loyalty.
• Maintain professionalism and empathy when handling difficult conversations, ensuring customer satisfaction and issue resolution.

Issue Resolution & Troubleshooting

• Investigate customer complaints related to order errors, product damage, shipment discrepancies, and/or billing issues.
• 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.
• Ensure all resolutions are logged and tracked with appropriate follow-up to prevent recurrence.

Product Support

• Provide general information about product features, catalog availability, lead times, regulatory documentation (e.g., Certificates of Analysis, Safety Data Sheets), and usage guidance.
• Redirect more technical or scientific inquiries to the appropriate internal specialists, such as Technical Support or Application Scientists.
• Support special product configurations, bulk orders, or custom manufacturing requests by liaising with the relevant internal departments.

CRM & Case Management

• Document all customer interactions and service requests in CRM platform ensuring complete and accurate records.
• Create, manage, and close service cases in a timely manner, maintaining internal SLAs and response time targets.
• Monitor open cases and perform regular follow-ups to ensure issues are resolved within required timelines.

Process Adherence, Metrics, & Compliance & Continuous Improvement

• Follow standard operating procedures (SOPs), work instructions, and customer service guidelines.
• Identify inefficiencies or recurring issues and suggest improvements to enhance workflows or the customer experience.
• Participate in process improvement initiatives, system upgrades, or training rollouts as needed.
• Meet or exceed departmental KPIs, including case resolution time, order accuracy, first contact resolution, and customer satisfaction scores (CSTAT, NPS).
• Participate in team reviews or business updates to understand team performance and customer trends.
• Provide feedback on common customer pain points to help drive improvements in products, services, and policies.

Additional Responsibilities:

• Collaborate with all ENA Call Center team members to ensure efficiency and accountability
• Maintain open communication with Direct Supervisor

Your expertise

• 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

Your benefits at Eppendorf

• Compensation - $22 - $24/hr.
• Annual bonus structure
• Competitive total rewards package including health, financial, and education benefits
• Personal and professional growth opportunities