Customer Care Rep

Join to apply for the Customer Care Rep role at Boehringer Ingelheim
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$22.00/hr - $22.00/hr

Please note this is a Hybrid role: (3 in office days, 2 days remote), and the start date is not flexible. Candidates must be available to start on February 23rd, 2026.

• Handle a range of complex service interactions requiring quick assessment, clarification, and analysis of customer needs.
• Manage account inquiries including billing, order issues, website navigation, order entry, and resolution of complaints, reducing customer effort and promoting a positive experience.
• Document customer queries and perform monitoring activities until resolution.
• Serve customers via phone, email, and/or self‑service channels.
• Work within a structured environment while demonstrating flexibility and initiative to establish and achieve professional goals.
• Within BIAH Quality Standards, reduce customer effort, anticipate needs, and meet those needs through upselling, cross‑selling, and support for online account management tools.
• Execute follow‑up communications such as outbound calls and emails in accordance with BIAH Standards.
• Accommodate special customer requests and rectify complaints with good judgment and critical decision‑making skills, balancing BIAH needs.
• Resolve inquiries related to marketing programs, products, pricing, and order status within established processes.
• Maintain understanding of processes, procedures, and the systems used for support.
• Document each interaction and communicate status updates within the team.
• Collaborate to identify common ground across diverse teams, achieving mutual and independent goals.

• Basic job‑related knowledge and understanding of department goals and strategies.
• Strong competence in maneuvering Boehringer Ingelheim's customer platform and systems.
• Proficiency in multitasking and ensuring high‑quality customer interactions.
• Adaptability to changes in processes and procedures, with ability to recommend improvements.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to work in a close team environment.
• Proficiency in multiple software applications, including Microsoft, call‑center, and custom programs.

• Initiative & resilience – ownership and adaptability to challenges.
• Prioritization & organization – strong time‑management and multitasking.
• Problem‑solving & critical thinking – developing solutions and making sound decisions.
• Technical aptitude – comfortable learning and applying new technologies.
• Customer service orientation – commitment to exceptional service and support.
• Innovation & agility – openness to change and quick pivoting in dynamic environments.
• Attention to detail – ensuring accuracy and quality in all tasks.
• Self‑starter – proactive in driving results and collaborating across teams.
• Research skills – gathering and analyzing information to support decisions.
• Animal/veterinary experience is a plus.
• Customer experience focus.
• Ability to learn and comprehend abstract, complex, and technical information.
• Salesforce/SAP experience is a plus.

• Bachelor's degree from an accredited institution is preferred.
• High school diploma is required.

Not Applicable

Contract

Administrative

Pharmaceutical Manufacturing