Join Epredia as a Customer Care Specialist and be part of the team that delivers outstanding support to our customers every day. In this role, you’ll partner with the Customer Care Manager to provide fast, friendly, and reliable service, acting as a key point of contact for phone and email inquiries from our domestic customers. Your efforts will ensure their needs are met quickly and effectively, making a real impact on their experience with Epredia.

Location: Onsite Kalamazoo, MI

What you will be doing:

• 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.

Skills you will need:

• 1+ year of experience in a customer-facing role. 
• High School education required
• Proficient with MS Office
• SAP and/or Salesforce experience is preferred.
• Strong interpersonal and organizational skills. 
• Strong critical-thinking skills. 
• The individual should be self-motivated, a quick learner, and able to develop and maintain constructive working relationships within and outside of the company. 
• Ability to set priorities and make decisions in a dynamic work environment. 
• Detail-oriented and highly accurate, with strong follow-up skills. 

The hiring range for this position is: $35,000-$45,000 plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. Epredia offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more.

#LI-MK1