Associate Customer Care Specialist

Position Summary

Serve internal and external customers with a first call resolution philosophy by providing information and prioritizing their needs through cross collaboration with other depts such as sales, supply chain, accounts receivable, marketing, etc., while also processing customer orders, thereby building loyalty and trust across the organization.

Primary Duties

• Manage customer conversations across all support channels, email, phone, eCommerce and escalate/forward to appropriate teams as needed to ensure rapid support.
• Process and manage internal/external customer orders and requests received via telephone, fax, mail, and eCommerce, working closely with Logistics and Marketing regarding product allocations and keeping customers informed of lead times and/or delays.
• Analyze customer pricing discrepancies with Pricing team, as required, to ensure accuracy and avoid credit memos.
• Document Customer Logistical Complaints through the Notification module in SAP. Assist in determining root cause and appropriate solution; enter no charge replacement orders or issue credit/debit memos or returns as appropriate; communicate errors to applicable departments for review and corrective action.
• Assist with projects and programs in collaboration with other customer facing functions to drive continuous improvement.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• High School Diploma, GED or equivalent.
• 1+ year of applicable experience in direct customer contact experience.

Preferred Education, Training and Experience

• Experience using SAP preferred.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
• Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
• Detail orientation to complete tasks without errors and produce high-quality work.
• Learning agility to be able to learn from experiences and apply that knowledge to new situations.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Ability to cooperate with others at all levels including leadership.
• Effective written and verbal communication skills.
• Intermediate skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.
• General business knowledge such as basic finance, marketing, sales, and accounting.

Working Conditions and Physical Requirements

• Ability to remain in stationary position, either sitting or standing, for prolonged periods.

The estimated wage range for this role in Utah is between $21.60 and $30.50 per hour. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer. In addition, bioMérieux offers a competitive Total Rewards package that may include:

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
• Company-Provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves

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