Epredia

Customer Support

• Enter and update/manage all orders received via email and phone, with products ranging from IHC, Consumables, Instruments, Etc.
• Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order process.
• Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address them while ensuring adequate coverage of the customer’s business, anticipating their needs in a way that seeks to eliminate any need for your account(s) to contact us with questions, aside from placing new orders.
• Enter all needed customer complaints and product returns.
• Investigate overdue and damaged shipments or shortages in shipments already received.
• Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times.
• Gather and disseminate information and pursue a course of action for timely resolution.
• Investigate by contacting other departments, supervisors, sales, business and channel partners, and/or freight carriers.
• Utilize needed systems to locate required information.
• Analyze and resolve customer concerns using established procedures.
• Examine pertinent information to determine the validity of customer complaints and to determine responsibility for errors and resolution throughout the order process.
• Document any applicable processes where serving as a Subject Matter Expert for the team.
• Analyze the open order report and collaborate with Materials/MFG/Sales and other departments to ensure that orders are shipped out on time.
• Identify the root cause of past due items and help drive solutions to meet customer expectations.

Customer Care Specialist