Director Customer Experience
Cole-Parmer has been a leading global source of laboratory and industrial fluid handling products, instrumentation, equipment, and supplies since 1955. Our product lines, including popular brand names such as Masterflex(r), Oakton(r), and more, are sold through company-owned customer channel outlets and a strong network of international dealers. We also feature an ISO-17025-accredited metrology lab for instrument calibration and repair. Cole-Parmer responds with excellence to customer needs, and offers application expertise and technical support.
As an area within our organization where we are a differentiator from our competition, I take pride in leading our Customer Experience team consisting of customer experience specialists and technical support specialists. This team handles a variety of inquiries from several channels (including phone, fax, e-mail and chat) to support the order fulfillment process and pre and post sale support of products for our customers. We are a team that desires to take ownership of our customers inquiries, solve difficult problems and provide the best care anywhere. Prior to my roles in the Customer-Facing departments, I was in the Marketing department where I managed Masterflex Peristaltic Pumps and Tubing (a flagship line). In addition to these lines, I also managed other pump technology product lines ( such as Gear, Syringe, Centrifugal, Drum, Diaphragm, Air-Operated Double Diaphragm, Vacuum). Prior to my marketing experience I was a technical sales representative for our Oakton wholesale business, managing 80+ distributors on the East Coast. I began my career at Cole-Parmer (now Antylia Scientific) as an Applications Specialist who provided technical support to the customers who either purchased or were going to purchase from our organization. Specialties: Proprietary product branding and manufacturing, contract negotiation, employee management, contact center management (including phones, e-mail, and chat functionalities), survey management
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