Non-Technical Customer Support Representative

IDT is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we're pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

Job Title: Strategic Services Account Manager

Shift: Monday-Friday Days; Exempt

Location: Coralville, IA ​

*Mobile/Remote (On-Site/Work from Home Hybrid)*

-Mobile associates must live in an area that does not exceed a 100-mile (150 km) radius of an IDT location. *May require on-site occasional presence for team meetings, etc.

Purpose Statement:

The Strategic Services Account Manager provides professional customer service and basic project management assistance to strategic customer accounts.

Essential Functions:

• Fields all customer inquiries for assigned accounts leading up to and after order placement to provide a positive customer experience.

• Answers and documents all incoming and outgoing customer interactions in IDT's Customer Relationship Management (CRM) database; primary contact is through email and phone.

• Coordinates project intake, quoting and order administration for assigned accounts.

• Coordinates, participates in, and distributes meeting notes for customer conference calls, internal meetings, and visits; works directly with Quality Assurance team to coordinate customer audits. Manages and oversees action item completion from these interactions.

• Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting resolution to the customer's satisfaction.

• Drafts, reviews and maintains work instructions and process flow documentation for individual accounts.

• Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.

• Performs other duties as assigned.

Education:

• Bachelor's degree required; alternatively an Associate's degree with 3 years IDT experience required.

• Bachelor's degree in Biology, Chemistry or related science field preferred.

Professional Experience:

• Excellent computer skills that include Microsoft Office applications and proficiency in typing required.

• Previous experience in customer service or a related field preferred.

Other Job Qualifications

• Ability to consistently manage multiple priorities and solve problems using critical thinking skills.

• Ability to effectively communicate, both orally and in writing, to customers and colleagues.

• Knowledge of customer service fundamentals.

• Ability to work independently or collaboratively in a group.

• Ability to identify processes in need of optimization and routinely suggest solutions.

• Ability to keep key personnel informed and up-to-date of imminent issues.

• Ability to bring informal teams of experts together to address issues/needs, share information and resolve differences or problems, as required.

• Ability to adjust rules and processes for individual situations as needed.

• Ability to adjust to change in quick-paced environment.

What We Offer:

• Generous Paid Time Off Accruals

• PAID Volunteer Time Off

• 10 Paid Holidays

• Paid parental leave to eligible U.S. associates

• 401(k) with Company Match

• Medical, Dental, and Vision Insurance Options

Integrated DNA Technologies (IDT) conducts drug screens and background checks on applicants who accept employment offers.