Customer Care Representative

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.

We offer:

• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities
• Health benefits
• 401(k)

Reporting to the Sr. Manager, Customer Service, 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.

Critical Competencies/Success Factors:

• Quick learner with strong problem-solving skills, quickly adapting to new requirements, systems, and customer expectations
• Effectively prioritizes and manages multiple requests, delivering results with speed, focus, and attention to deadlines
• Demonstrates urgency and accountability, ensuring timely responses and resolution of onboarding and compliance requests
• Drives continuous improvement, proactively identifying process gaps and recommending enhancements to increase efficiency and quality
• Collaborates cross-functionally, building strong relationships across teams to ensure alignment and successful outcomes
• Delivers on commitments with integrity, setting realistic expectations and consistently following through with accuracy and transparency

The essential requirements of the job include:

• High School Diploma or equivalent
• 2+ years customer service experience
• Ability to thrive in a fast-paced environment with multiple priorities
• In depth knowledge of Microsoft Office products
• Advanced user training and proficiency might be required for: Oracle, Salesforce, Dodge, Quote Tool

Hach is proud to part of the Water Quality segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto's vibrant global network of 17,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you'll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your career. Together, we're Safeguarding the World's Most Vital Resources™—and building rewarding careers along the way.

For Colorado roles only: We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate's position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

The compensation range for this role is $29.00 - $30.00 USD per hour.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

US residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Veralto Corporation and all Veralto 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.