Customer Care Representative

Eppendorf•Enfield, CT

2d•Onsite

About The Position

Eppendorf is a leading life science company that develops and sells instruments, consumables, and services for liquid-, sample-, and cell handling in laboratories worldwide. Eppendorf products are used in academic and commercial research laboratories, e.g., in companies from the pharmaceutical and biotechnological as well as the chemical and food industries. Working at Eppendorf means being part of a community of more than 5,000 scientists, engineers as well as specialists from many other disciplines across more than 30 countries. All of us are committed to one mission: Being the expert partner and advisor of choice for life sciences laboratories around the world - with our premium products, our services, and our reliability.

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.