Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes. Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives. We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people.

At Ascensia, our values serve as the bedrock of our organization. They guide our decisions, actions, and interactions, shaping the culture we collectively foster.

Our Values include:

Resilient Growth Mindset

Executional Excellence

Courageous Leadership

Inclusive Collaboration

We believe that when we live our values authentically, both individually and as a team, we unlock our true potential and drive sustainable success.

As a Customer Experience Specialist at Epredia, you'll be the trusted partner for our key distributor and OEM accounts, serving as their single point of contact and ensuring every interaction delivers exceptional service. In this role, you'll build strong relationships, anticipate customer needs, and guide orders seamlessly through the entire cycle-from entry to delivery. You'll review performance metrics, participate in customer calls, and provide proactive communication to keep accounts informed while driving meaningful improvements. Working closely with internal teams, you'll play a critical role in resolving challenges, enhancing service, and strengthening Epredia's reputation for reliability and excellence.

Location: Hybrid - Kalamazoo, MI

What you will be doing:

Enter and update/manage all orders for your portfolio of strategic accounts, with products ranging from IHC, Consumables, Instruments, Etc.

Review your accounts' order books on a daily basis, ensuring that upcoming production is scheduled to support future needs.

Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order lifecycle.

Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address, while ensuring adequate coverage of the customer's business; anticipating their needs in a way that seeks to eliminate any need for your accounts to contact us with questions, aside from placing new orders.

Enter all needed customer complaints and product returns.

Investigate overdue and damaged shipments or shortages in shipments already received.

Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times.

Backup for the Domestic Customer Care Call Center if inbound calls exceed daily staffing capacity.

Document any applicable processes where serving as a Subject Matter Expert for the team.

Skills you will need:

3+ years of customer service experience

High School Diploma required, Associate's Degree preferred

Excellent written and verbal communication skills

Ability to analyze data and identify trends in customer orders and performance metrics

Strong problem-solving skills and ability to resolve issues proactively

Organizational skills with the ability to manage multiple accounts and priorities simultaneously

Familiarity with order management systems (SAP, Salesforce, or similar)

Comfort working cross-functionally with internal teams (sales, distribution, supply chain)

Ability to remain calm and professional when navigating supply challenges or escalations

Strong attention to detail and accuracy in managing customer accounts

Self-motivated and able to work independently with minimal supervision

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TO ALL RECRUITMENT AGENCIES: Ascensia does not accept unsolicited third-party resumes.

Building an Inclusive Culture: We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.

Ascensia Diabetes Care

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Customer Experience Specialist