Job Title: Customer Care Specialist
Location: Woodlands, TX (hybrid)
Schedule: Onsite T, W, TH (remote M and F) training onsite
Hours: 8:00am - 5:00pm
Pay: 19.00 - 21.00/hr.
The Customer Care Specialist is responsible for maintaining the existing
customer base through proactive contact with existing customers to build long-term
partnerships with our customers, and work in conjunction with the rest of the
MilliporeSigma Custom Products Team to achieve sales goals. The Customer Care
Specialist is responsible for the daily service-related contacts with all MilliporeSigma
Custom Product customers
Responsible for all MilliporeSigma Custom Products’ customers in the United
States as well as providing support for satellite locations globally (specifically Canada,
Singapore, Latin America, and Australia).
Essential Job Functions:
Customer Care Specialist functions may include, but are not limited to, the tasks
below:
- Contact with targeted customers and prospects
- Build customer satisfaction with all customer contacts through professionalism
and trust.
- Effectively and efficiently communicate with all customers through phone and
email channels by listening, identifying and responding to their needs.
- Consistently meet established metrics for customer development (sales/service,
etc.) by following appropriate workflow procedures and schedules. Monitor
individual and team metrics which are posted monthly and through meetings.
- Assist inside and outside sales team members by accepting handoffs of customer
service tasks that are routed through them.
- Communicate with internal Order Management team to gather detailed order
status for customers when needed.
- Recognize important customer comments and communicate potential concerns
and/or opportunities to the customer services supervisor.
- Develop and follow an efficient schedule for managing telephonic and electronic
communication with assigned contacts.
- Triage calls coming in where a customer initially asks for technical support and
assess if that can be handled without having to forward to technical support.
- Ensure that tasks assigned are delegated to alternate backup when planned
absences occur and communication is made well in advance.
- Follow procedures for Complaint Resolution each month and document activities in
Customer Management software.
- Close the loop on all complaints to ensure
customer satisfaction.
- Assist with business projects/testing relating to systems including web and SAP
when the need arises.
Administrative support of the customer development process
- Ensure that customer requests and inquiries are documented and communicated
to the appropriate channel for resolution. This includes orders, quote requests,
order status, remake/return product requests, credit/debit requests, pricing
changes, etc.
- Document all job activity by effectively using tracking forms and system support
software.
- Ensure accuracy of order information and forward to Order Processing through
established procedural channel.
- Identify patterns in customer behavior that do not maximize the efficiency of our
internal processes (for example – customers sending in orders not in our approved
ordering templates and forms) and work to educate the customer proactively to
prevent errors and delays in processing.
Millipore Sigma is an equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to his/her Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because he/she made a good faith report of discrimination.
Job Types: Full-time, Contract
Pay: $20.00 - $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Shift:
Weekly day range:
Work setting:
Education:
- High school or equivalent (Required)
Experience:
- Salesforce: 2 years (Preferred)
- SAP: 2 years (Preferred)
- Order management system: 2 years (Preferred)
- Debits & credits: 2 years (Preferred)
Language:
Ability to Commute:
- The Woodlands, TX 77380 (Required)
Work Location: Hybrid remote in The Woodlands, TX 77380