Customer Service Advisor, Abingdon)

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing at a fast pace both organically and through acquisitions. The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.

Position Summary

The Customer Services team at Bio-Techne play a key role in delivering exceptional customer service to the business key stakeholders, from initial point of contact and placing of orders, through to the aftersales service, ensuring the customer experience is exceptional throughout the entire process.  This team role requires individuals who are highly motivated, are passionate about customer service, and encourage engagement with the customer.  

Essential Functions

The team
     Be the point of contact for incoming sales enquiries by telephone, e-mail and “live-chat”
     Processing of sales orders received by email, telephone order, postal orders, and e-commerce in an accurate and efficient manner to ensure minimal errors occur.
     Raising customer quotations, proformas and coordinate stock returns where required
     Providing an excellent Customer Service support by working closely with other internal departments – Sales, Accounts, Despatch, Technical Service, Marketing, etc.
     Effectively provide the customer with answers for/of any order queries or offering solutions to the queries.
     Manage non-technical complaints that are received.
     Manage backorder process to ensure customers are kept informed of any date changes.
     Manage new account process and documentation required.
     Ensure customer database is regularly updated and all information logged.
     Ensure the after sales care and order follow up is carried out to deliver a great customer experience from start to finish of an order.
     Gain a basic level of key product knowledge.
     Work with internal sales teams to maximize communication and improve efficiencies within teams to ensure high levels of customer service.
     Work as part of a team to achieve the overall goals but have the motivation to be self-driven to deliver exceptional customer service at every point of customer and interdepartmental contact.
     Support Bio-Techne ethos of a great global offering of a quality portfolio of products and services. 
     Drive best practice and ensure maximum productivity & utilisation
 

Minimum Requirements/Qualifications:

     General Education exam passes (or equivalent) in German, English and Maths
     Experience of working in a customer focused environment 
     Fluent written and spoken German and English is essential
     Possess excellent IT skills, including experience of working with ERP/CRM platforms

Skills required/desired:

     A commitment to total customer satisfaction
     Conscientious, articulate, and possesses excellent presentation and teaching skills
     A commitment to total customer satisfaction
     Strong organisational and administration skills
     Additional Language skill would be beneficially but not essential
     Working knowledge of Microsoft D365 and or Salesforce desirable but not essential

Personal Qualities:

     Ability to demonstrate a passion for customer service
     Excellent telephone manner
     Exceptional attention to detail, time management, and organizational skills
     Excellent written and verbal communication skills
     Ability to perform a wide variety of tasks and multi-task efficiently
     Professional demeanour
     Ability to remain calm under pressure
     Ability to handle complaints and difficult situations
     Ability to work in a fast-paced environment

EPIC Attributes:

Empowerment
     Set clear goals to help ensure continuous improvement of support
     Enjoy working as part of a team to deliver results, learn and share knowledge

Passion
     Provide guidance and support to other team members and departments
     Excellent attention to detail, time management and process management

Innovation
     Outstanding problem solving and interpersonal skills
     Self-directed and creative
     Contribute to the success of the team and by challenging and offer suggestions/ideas and feedback

Collaboration
     Work closely with all departments within EMEA to ensure superior customer support
     Work closely with peers to ensure consistency of service across all areas

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.