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Customer Support Rep II in Loveland, Colorado at Hach

Date Posted: 2/22/2019

Job Snapshot

Job Description

Job ID: HAC005775

About Us

Hach is a world leader in the manufacture and distribution of analytical instruments, test kits and reagents for testing the quality of water, aqueous solutions and air. Our products are designed specifically for quality, accuracy, and simplicity. Strengthened by our sister companies in the environmental industry worldwide, our goal for the future is to continue to provide customers with reliable instrumentation, accurately prepared reagents, proven methods, simplified procedures and outstanding technical support. We offer an environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Hach will provide you the opportunity for robust career development.

OUR MISSION: Ensure water quality for people around the world.
OUR VISION: We make water analysis better – faster, simpler, greener and more informative – via unsurpassed customer partnerships, the most knowledgeable experts, and reliable, easy-to-use products.


Danaher`s Water Quality Business is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, portable water, wastewater, groundwater and ocean water in residential, commercial, industrial, and natural resource applications. Our water quality business provides products under a variety of brands, including HACH, ChemTreat, and Trojan Technologies.


Purpose of Position:

The primary role of this position is providing quality service and support to all Internal and External Customers, both inside and outside the United States. The Customer Service Representative II (CSR II) serves as the point of contact to their customers, providing accurate and prompt service and support. Customer Service Representative III’s are responsible for completing assignments from the field, including generating quotes, turning quotes to orders, assist in solving technical problems, provide assistance to others when necessary, train others in the department, and serve as back up to others within the department when needed, including manger or supervisor. Acts as a subject matter expert for Customer Support teams. Customer Service Representative III’s are expected to handle all aspects of a customer’s order requirement.

Essential Functions:

  • Provide prompt, accurate answers to internal and external customers through telephone, online and email
  • Able to enter all complexity of customer orders into Hach’s order entry system
  • Able to assist with requests of all level and complexity; pricing, shipping, product availability, terms and conditions, stock information, SDS sheets, etc.
  • Subject matter expert on all of Customer Support business systems and procedures; quotes, returns, complaints, customer information changes, credits, returns, etc.
  • Handle customer complaints, problems, and returns
  • Proactively follow up with customers and Distributors on quotes to convert to order
  • Acts as subject matter expert for other CSRs
  • Assists CSR I & II’s in resolving issues
  • Act as a liaison with Customer Support, Service, and other departments
  • Assist in the development, Implementation, and monitoring of team KPI’s to meet core company objectives
  • Identify and manage customer escalations and utilize cross-functional relationships to negotiate ‘win-win’ solutions
  • Identify sales opportunities and offer appropriate up-sell and cross-sell opportunities to the customers
  • Identify and enter sales leads
  • Possess the ability and the daily discipline necessary to focus on key functions and activitie
  • Provide back up for managers and supervisors
  • Ensure long term customer relationships by utilizing professional customer service skills
  • Complete Customer Support certifications
  • Additional tasks and projects as assigned

Job Requirements


Education, Background and Skill Requirements

  • Expressed aptitude for working in Environmental Science, Biology, Chemistry, or related field
  • One to two years’ experience in customer service
  • Ability to adapt to a fast-paced contact center environment, with strong emphasis on multi-tasking while actively listening to customers
  • Advanced order entry knowledge and customer support 
  • Advanced knowledge of customer support processes (i.e., pricing, products, returns, etc.)
  • Ability to resolve customer complaints/problems and provide follow up to customers and supervisor
  • Must have the ability to make sound customer related decisions and respond quickly to the needs of the customer
  • Demonstrated computer proficiency. Experience with MS Office, Salesforce and Oracle preferred
  • Cisco, Upstream and Windows 7 OS software experience preferred
  • High School diploma required. Post-secondary education preferred

Critical Competencies/Leadership Anchors:

  • Ability to identify and utilize resources and display strong ownership skills 
  • Ability to accomplish multiple goals and projects delivering expected results
  • Ability to quickly assess new situations, prioritize critical tasks, and develop objectives towards resolution
  • Builds, People, teams & Organizations –
  • Engaged in daily work and takes initiative to practice and apply new skills to continuously improve performance. Leverages strengths of other associates

Drive innovation & Growth

  • Is committed to excellence and understands how daily work impacts the customer
  • Dedicated to exceeding the expectations of both internal and external customers 
  • Demonstrates the ability to generate new ideas and improvement opportunities through customer feedback, VOC

Environment: Office environment.  

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach.  The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell. 

The employee must occasionally lift, carry, push or pull up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels. 

The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.


External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach is an Equal Opportunity Employer 

The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.

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.