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Associate Coordinator Customer Support in Miami, Florida at Beckman Coulter Diagnostics

Date Posted: 1/10/2019

Job Snapshot

Job Description

Job ID: BEC013484

About Us

Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. Our diagnostic systems, found in hospitals and other critical care settings around the world, produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. Scientists use our life science research instruments to study complex biological problems including causes of disease and potential new therapies or drugs. More than 275,000 Beckman Coulter systems operate in both diagnostics and life sciences laboratories on all seven continents. For 80 years, our products have been making a difference in peoples’ lives by improving the productivity of medical professionals and scientists, supplying critical information for improving patient health and reducing the cost of care.
Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits. We think you'll like what you see.
If you believe your education and experience are in line with the position description and qualifications referred to above, and are motivated, energetic, and looking for a new and exciting opportunity, please submit your resume online at the URL below or at www.beckmancoulter.com.
Beckman Coulter is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.


Description

  • Answer daily customer calls daily by recording accurate information on service requests and concerns and effectively routing them to various departments while adhering to work instructions, policies and procedures.
  • Ability to multi-task, make quick decisions and follow company protocol and confidentiality creating electronic records documenting customer requests as well as perform other related tasks (maintain records, faxing, copying, and filing).
  • Work collaboratively with other departments to ensure the best possible customer service.
  • Sound knowledge of company products - serve as mentor to newer employees.
  • Serve as escalation point for customer issues when Supervisor is not available.
  • Extensive knowledge of organization, departmental fields of expertise and knowledge of staff positions.  Assign customer issues to appropriate department for resolution.
  • Able to work weekends or afterhours on occasion to serve customer/business need.
  • Answer incoming customer calls daily regarding technical troubleshooting assistance.
  • Assist customers by recording accurate information on Cases routing them to various departments. Initiate Field Service tasks for repair of instruments.
  • Handle purchase orders and credit card information provided by customers without service agreements requesting service. Process ARS label requests for return of defective parts. Maintain records, faxing, copying, and filing, emailing Prepare shipments and CF Call tag pickups for Customer Technical Specialists for parts that require further investigation. Provide training and mentoring for all new personnel. 

Job Requirements



Qualifications

  • High School Diploma and between 0-2 years’ experience in a call center environment or
  • MUST have at least 1+ year experience in customer service and the ability to diffuse upset customers.
  • Associate needs to be able to handle a high call volume (up to 100 calls per day). Capacity to stay calm under occasional pressure
  • Must be proficient at an intermediate level in Microsoft Office - specifically Excel and Outlook.
  • Experience with Oracle or ServiceMax/SalesForce software is a plus, but is not required.

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

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