Process and manage customer orders end-to-end (entry, confirmation, shipping updates, backorders) across multiple channels and ERP systems.
Serve as the primary point of contact for customers, delivering responsive, professional support via phone, email, and other channels.
Build and maintain strong customer relationships, handling difficult conversations with empathy and ensuring issues are fully resolved.
Investigate and resolve order, shipment, product, and billing issues in coordination with Logistics, Technical Support, Quality, and Finance.
Manage returns, credits, and replacements (RMAs) in line with company policies, documenting all resolutions and follow-up actions.
Provide general product information, documentation, and lead times, and route technical inquiries or special requests to internal experts.
Maintain accurate records in CRM, manage and close service cases within SLAs, and adhere to SOPs, service standards, and compliance requirements.
Contribute to continuous improvement by tracking KPIs, identifying recurring issues, sharing customer insights, and supporting process and system enhancements.
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
Compensation - $22 - $24/hr.
Annual bonus structure
Competitive total rewards package including health, financial, and education benefits
Personal and professional growth opportunities
Eppendorf is a leading international life science company that develops, manufactures, and distributes instruments, consumables, and services for use in laboratories around the world.
The product portfolio of the business units Liquid Handling & Consumables, Separation & Instrumentation and Bioprocess includes, for example, pipettes, pipette tips, centrifuges, mixers, ultra-freezers and bioreactors for cell and gene research. In addition, Eppendorf offers a wide range of high-quality consumables. In fiscal year 2024, the Eppendorf Group recorded consolidated revenue of €980.3 million and invested €69 million in research and development (R&D).
Eppendorf products are used in academic or industrial research laboratories, such as pharmaceutical, biotech, chemical, and food industries, as well as clinical, environmental, forensic, and industrial laboratories for process analysis, production, and quality assurance.
Since 1945, the Eppendorf Group has been headquartered in Hamburg, Germany, and today operates production and R&D sites in Europe, Asia and North America and has subsidiaries in more than 30 countries. Today, the Group employs around 4,500 people worldwide. They all act in accordance with the purpose of the company's founders: to improve human living conditions.
Imprint: www.eppendorf.com/imprint
Privacy Statement: https://corporate.eppendorf.com/en/legal-notice-privacy-policy/privacy-statement/
