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.
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.
Key Responsibilities :
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, Dispatch.
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.
The key to the role is communication. Manage Customers expectations and to liaise with other departments to resolve issues to a high level of satisfaction ensuring we are addressing the subject satisfactorily.
Identify new methods of managing customer communications and ensure we monitor these to maximise the efficiencies and achieve our desired standards.
Provide helpful friendly service to encourage the customer to think of us first when they have a question or a need for their research.
Education and Experience :
Fluent written and spoken English is essential and one additional European language would be desirable
GCSE or equivalent education passes in English and Maths
Experience of working in a customer focused environment
Possess excellent IT skills, including experience of working with ERP / CRM platforms.