Customer Care Representative

About the role

Reporting to the Sr. Manager, Customer Service, the Customer Care Representative is responsible for providing quality service and support for customer onboarding and questionnaire processes, ensuring Hach meets customer requirements to qualify as a supplier. Serve as the primary point of contact for corporate information requests, coordinating cross-functional inputs, managing compliance documentation, and ensuring accurate, timely routing, tracking, and resolution of inquiries to support customer relationships and business growth. This position is part of Customer Service Support located in Loveland, CO and will be on-site.

What you'll do

• Serve as the primary point of contact for customer onboarding, supplier qualification, corporate information requests, and customer questionnaires (CQ), managing the process from intake through coordination, review, submission, and resolution
• Respond to internal and external inquiries by interpreting customer, regulatory, compliance, contractual, and company requirements, and providing accurate guidance and information
• Support Sales, Renewals, Service, and Bids teams with pre-sales activities and customer onboarding
• Coordinate cross-functional stakeholders, subject matter experts (SMEs), Legal, and other business partners to deliver timely, accurate, and compliant responses that meet customer expectations and company requirements
• Manage customer portals and compliance documentation, including registrations, document submissions, audit support, certifications, forms (e.g., COI, ISO, 889, 1295), activity tracking, recordkeeping, and escalation of non-standard requirements, risks, and contractual terms
• Maintain response libraries, business documentation, contract repositories, tracking tools, performance metrics, approvals, delegation records, and reporting to ensure data accuracy, visibility, and business continuity
• Provide backup support for customer qualification, contract administration, agreement processing, Terms inbox management, order and renewal support, and other critical business processes to ensure operational continuity
• Support operational and compliance activities as needed, including GSA requirements, audits, promotions, obsolete products, reporting, order management, returns, demo orders, and related customer service processes
• Lead process improvement, automation, and system initiatives using VES tools and other business systems; develop SOPs, train users, analyze trends, support integrations and projects, and drive continuous improvement across teams
• Serve as a cross-functional resource and problem solver, providing guidance, resolving complex issues, supporting unassigned or emerging needs, and helping improve team effectiveness and customer experience

Critical competencies

• Quick learner with strong problem-solving skills, quickly adapting to new requirements, systems, and customer expectations
• Effectively prioritizes and manages multiple requests, delivering results with speed, focus, and attention to deadlines
• Demonstrates urgency and accountability, ensuring timely responses and resolution of onboarding and compliance requests
• Drives continuous improvement, proactively identifying process gaps and recommending enhancements to increase efficiency and quality
• Collaborates cross-functionally, building strong relationships across teams to ensure alignment and successful outcomes
• Delivers on commitments with integrity, setting realistic expectations and consistently following through with accuracy and transparency

Requirements

• High School Diploma or equivalent
• 2+ years customer service experience
• Ability to thrive in a fast-paced environment with multiple priorities
• In-depth knowledge of Microsoft Office products
• Advanced user training and proficiency might be required for: Oracle, Salesforce, Dodge, Quote Tool

Pay & benefits

• Compensation range: $29.00 - $30.00 USD per hour
• Comprehensive benefits package including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees
• Professional onboarding and training options
• Career coaching and development opportunities