Customer Experience Advocate Representative

  • Start: immediately
  • Location: Enfield

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With more than 3,600 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle: Collaborate on new ideas. You would like to take responsibility and help to make a difference in an experienced international company? Exciting tasks combined with a positive and affirmative working environment await you at Eppendorf. You are also motivated by technical challenges? Then apply now!

Apply now

Your challenges

  • Monitor product, sales, logistics, orders, applications, and, services to gain insights from customer feedback and complaints through e365 (Case Management CMO).
  • Develop and maintain clear and concise communication with all management teams and other internal personnel, as well as global Eppendorf personnel.
  • Determine if negative customer feedback/trends are in the early stages, thus requiring improvements and/or interventions to enhance or rebuild satisfaction level.
  • Work within the Qualtrics System to implement and update Customer Satisfaction Surveys.
  • Maintain and monitor Customer Survey feedback within Qualtrics to ensure a high level of satisfaction by Eppendorf’s internal and external customers.
  • Define and manage reports generated by e365 and Qualtrics.
  • Escalate customer complaint/feedback to appropriate management personnel; partner with appropriate management personnel to resolve complaints.  When needed, help create solutions to achieve a positive experience for the customer.
  • Create CAPAs as needed, and insure they are assigned to the appropriate management personnel to implement continuous improvement.
  • Schedule defined Quality Performance Meetings (QPM) with various departments to review results generated by the reporting within e365, Qualtrics, and the CAPAs.
  • Take on any other duties and responsibilities as instructed by management.
  • Monitor and proactively follow up on open complaints/feedback to ensure that customer’s needs are met.
  • Maintain a 360º data analysis for quality mitigation strategy.
  • Maintain the AG Quarterly Quality Complaint report.
  • Your expertise

    • Bachelor’s Degree preferred; and/or two to five years related experience and/or training in service, quality, or manufacturing.
    • Working knowledge of the life science industry (competition, service products & business models, customer segments) is preferred.
    • Experience conducting business-relevant service and administrative tasks; understanding of key customer satisfaction drivers.
    • Good business acumen
    • Networking skills (internal and external)
    • Systematic, analytical, and structured approach to challenges
    • Goal-oriented
    • Persuasiveness and assertiveness (also in complex matrix organizations)
    • Readiness to take on responsibility; ‘can-do’ attitude
    • Successfully operates in a high-volume, faced-paced environment.
    • Excellent communication skills

       

    Your benefits at Eppendorf

    • Competitive total rewards package including health, financial, and education benefits
    • Innovative and Collaborative corporate culture
    • Contribute to improving the human living condition
    • Work in brand new, state of the art office

    Apply now