Customer Care Representative

Eppendorf • Enfield, CT

1d

About The Position

This role is responsible for managing the customer order process from entry to completion across various channels and ERP systems. The representative will act as the main point of contact for customers, providing support via phone, email, and other platforms. Key responsibilities include building customer relationships, resolving issues related to orders, shipments, products, and billing, and managing returns and credits. The role also involves providing product information, documenting interactions in CRM, and contributing to process improvements.

Requirements

• 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

Responsibilities

• 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.

Benefits

• Compensation - $22 - $24/hr.
• Annual bonus structure
• Competitive total rewards package including health, financial, and education benefits
• Personal and professional growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level