Customer Success Specialist

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 be in an environment in which you can work efficiently? At Eppendorf you will be using your competencies to work on solutions for operational matters in a positive and affirmative working environment. You will be working closely with your team. You are also motivated by responsible tasks? Then apply now!

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Your Tasks

Set up the solution by delivery of the services and products, get customers to master all the features

Manage customer's requests (functional and technical support).

Make sure customers receive appropriate advice and support whenever needed

Build and obtain customer loyalty and keep our customers happy and engaged.

Manage customer questions, reported bugs, and feature requests by responding and addressing in a timely manner

Manage issues submitted via Zoho (or via direct client communication) and turn any bugs or feature requests into tickets

Handle both direct and indirect customer support emails or phone calls promptly and effectively, escalating any issues to the Senior Product Manager or development team as needed.

Be the voice of the customer and prioritize tickets that will have the highest client impact.

Your Expertise

College Degree preferred; and/or one to two years related experience and/or training

1+ years experience in a customer-facing position, preferably supporting a SaaS product

Life science industry experience is considered an advantage

Effectively demonstrates Eppendorf’s key competencies in the following ways:

Customer Focus - building strong relationships across the organization and delivering customer-centric solutions

Decision Quality - Making well-informed and timely decisions that keep the organization moving forward

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives

Drives Results -  Balancing competing priorities without comprising quality. Consistently achieving results with a sense of urgency.

Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Manages Ambiguity – Resourceful and resilient; operates effectively, even when things are not certain or the way forward is not clear

Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity

Ensures Accountability - Holding self and others accountable to meet commitments

Cultivates Innovation - Creating new and better ways for the organization to be successful

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