Customer Care Representative

Imagine yourself… Doing meaningful work that makes an everyday impact on the world around you. Growing your expertise and expanding your skillset with every project. Owning your ambition and fueling your career growth. At Hach (), a Veralto company, we ensure water quality for people around the world, and every team member plays a vital role in that mission. Our founding vision is to make water analysis better - faster, simpler, greener, and more informative.

We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions. As part of our team and the broader Veralto network, you’ll be part of a unique work environment where purpose meets possibility: where you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs, and where you’ll have opportunities to foster your professional development and fuel your career growth.

Motivated by the highest possible stakes in climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment. More about us:  We offer:
Professional onboarding and training options Powerful team looking forward to working with you Career coaching and development opportunities Health benefits 401(k)

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. In this role, a typical day will look like:
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.