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Danaher Corporation Strategic Services Account Manager in Coralville, Iowa

IDT is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team.

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

Location: Coralville, IA - Mobile (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 Account Manager provides professional service and complex account and relationship management for strategic GMP and/or commercial customers.

Essential Functions:

  • Fields all customer inquiries for assigned accounts leading up to and after order placement to provide a positive customer experience; manages complex product development projects for contract manufactured product lines.

  • Works with customers to develop and capture detailed specifications in master records.

  • 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, working with multiple departments within the organization to ensure the customer’s needs are met and efficient internal processes are applied.

  • 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 as needed. 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; requires compliance with defined complaint handling and escalation procedures.

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

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

  • Performs other duties as assigned.

Education:

  • Bachelor’s degree or Associate’s Degree with five or more years of IDT experience required.

  • Bachelor’s degree in Biology, Chemistry or related science field is 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.

  • Ability to perform under stress when confronted with emergent, critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.

  • Ability to perform a variety of duties, often changing from one task to another without loss of efficiency or composure.

  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.

  • Ability to accept responsibility for the direction, control or planning of an activity.

  • Adaptability to situations requiring the precise attainment of set limits, tolerances or standards.

  • Ability to perform repetitive work or to perform continuously the same work, according to set procedures sequence or pace.

Travel Requirements (anything requiring overnight stay):

  • Seldom travel (up to 5% of time) is required.

Physical Requirements:

  • Exert up to 10lbs. of force occasionally and/or up to a minimal amount frequently

Visual Acuity:

  • Work requires close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

  • Ability to read pertinent printed material and distinguish colors.

  • Ability to accurately read measurements on equipment.

  • Ability to prepare and read written documentation; use of computer.

What We Offer:

  • Generous Paid Time Off Accruals

  • 16 Hours PAID Volunteer Time Off

  • 10 Paid Holidays

  • Up to eight (8) weeks of 100% 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.

When you join us, you’ll also be joining Danaher’s global organization, where 68,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.

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