Customer Experience Specialist

vor 2 Monaten

Wiesbaden, Hessen, Deutschland Bio-Techne Vollzeit

About the Role

Bio-Techne is a leading supplier of life science products to the research industry, and we are seeking a highly motivated and customer-focused individual to join our Customer Services team as a Customer Service Representative.

Key Responsibilities

  • Provide exceptional customer service to key stakeholders, from initial contact to aftersales support, ensuring a seamless experience throughout the process.
  • Process sales orders accurately and efficiently, minimizing errors and ensuring timely delivery.
  • Raise customer quotations, proformas, and coordinate stock returns as required.
  • Work closely with internal departments, including Sales, Accounts, Despatch, Technical Service, and Marketing, to provide comprehensive support to customers.
  • Effectively manage non-technical complaints and provide solutions to customer queries.
  • Manage backorder processes to ensure customers are informed of any changes.
  • Manage new account processes and documentation, ensuring customer databases are regularly updated.
  • Deliver exceptional after-sales care and order follow-up to ensure a great customer experience.
  • Gain a basic level of key product knowledge to provide informed support to customers.
  • Work with internal sales teams to maximize communication and improve efficiencies, ensuring high levels of customer service.
  • Support Bio-Techne's ethos of delivering a quality portfolio of products and services.

Requirements

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

Desirable Skills

  • Commitment to total customer satisfaction.
  • Conscientious, articulate, and excellent presentation and teaching skills.
  • Strong organizational and administration skills.
  • Working knowledge of Microsoft D365 and/or Salesforce is desirable.

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 demeanor.
  • 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 ensure continuous improvement of support.
  • Passion: Provide guidance and support to other team members and departments.
  • Innovation: Outstanding problem-solving and interpersonal skills.
  • Collaboration: Work closely with all departments within EMEA to ensure superior customer support.

About Bio-Techne

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

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