Sr. Customer Service Specialist
1 week ago
Handles and resolves complex order complaints; investigates the sales order transaction to determine root cause
- Demonstrates ownership of the customer issue through completion including outbound follow up as needed
- Handles escalated Sales Rep issues and routinely reviews Risks entered by Sales to determine opportunity for improvement in service to customers.
- Provides guidance and interaction support for Customer Service Advisors who require assistance.
- Analyze complex cases to identify standard work and process improvements
- Provide on demand queue coverage for periods of high interaction volume or staffing shortage
- Surface customer trends to key business stakeholders to find solutions to reduce future inquiries
- Review transactional NPS survey responses to determine if further action is required and close the loop with the customer as necessary.
- Documents all inbound and outbound interactions in IDT’s Customer Relationship Management (CRM) database.
- Assists in training new Customer Service associates upon request.
- Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
- Performs other duties as assigned.
**Requirements**:
Associate’s degree with 2 years customer service experience required
Ability to establish and maintain cooperative working relationships
Knowledge of IDT systems and processes with ability to complete detailed review of sales order records and source documents
Ability to approach a complex task or problem by breaking it down into its component parts and consider each part in detail
Previous experience in customer service or related field preferred
Previous experience with SAP or Salesforce preferred
Skill to consider risks and consequences of action and/or decisions
Ability to establish clear and specific goals, expectations, and priorities for own work
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out.
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