Customer Experience Representative

Date: Apr 15, 2021

Location: Yardley - Pennsylvania, US, 19067

Company: Heraeus

Customer Experience Representative
Location Yardley - Pennsylvania
Full Time

Imagine a job where you will have the opportunity to do exciting and challenging work, while collaborating with extraordinary colleagues. A company that invests in you and your career, providing the training, mentoring, development and support you need to be successful now and in the future. If you want a career without limits with a market-leading family-owned, global company where you can make an impact, then imagine an opportunity at Heraeus. Every day, our worldwide team of approximately 14,900 employees are bringing forward new ideas and solutions that are impacting and transforming everything from healthcare to renewable energy to e-mobility to high-tech and telecommunications.


Your role and responsibilities

  • Job Summary - The primary responsibility of this position is to satisfy and anticipate Heraeus Medical customers’ needs through prompt response, friendly service, and support that often exceeds expectations.
  • Become the subject matter expert in SAP, order-to-cash process, and order fulfillment.
  • Provides exceptional service, making every customer interaction a priority.
  • Responsible for answering phones and greeting callers and customers courteously and professionally, following defined processes and guidelines.
  • Processes and monitors orders submitted by phone, fax, or email.
  • Maintain highest standards for order accuracy, order fulfillment, and order confirmation.
  • Responds with urgency, tact, and authenticity to customer calls, emails, and inquiries.
  • Ensures coordination and continuity with warehouse, following up on all orders placed to ensure proper and timely fulfillment and delivery.  Follows standard operations procedures/protocols.
  • Responds to customer service requests such as pricing inquiries, product availability, inventory levels, order completion, tracking shipments, order history, or any other customer concern.
  • Prepares and distributes customer invoices as required – email, print, etc.
  • Serves as business partner and helps coordinate activities with other related functions to ensure urgency with regard to customer setup and order readiness.
  • Processes returns as necessary, including alignment of activities across multiple functions, and schedules pick up from customer and return to warehouse.
  • Processes and tracks demo and sample orders for sales representatives.
  • Facilitates inventory transfers and movements, between accounts or storage locations.
  • Builds positive relationships and an arena of trust with sales leaders, sales agents, accounts receivable, and customer-facing business partners (ie. purchasing managers, accounts payable).


What is required for this role

  • High School diploma; Certificate/degree from college/university or technical school a plus
  • 3-5 years of Customer Service experience
  • 3-5 years of Medical Device/Bio-Tech/Healthcare experience
  • Excellent communication skills – oral, written, interpersonal
  • SAP experience a must.
  • Exhibit a high level of motivation and initiative, enthusiasm and willingness to learn
  • Ability to meet deadlines
  • Strong Customer Service orientation

Nearest Major Market: Philadelphia