Customer Service Representative, Wiesbaden

vor 2 Monaten

Wiesbaden, Hessen, Deutschland Bio-Techne Vollzeit

About the Role

We are seeking a highly motivated and customer-focused individual to join our Customer Services team at Bio-Techne. As a Customer Service Advisor, you will play a key role in delivering exceptional customer service to our business stakeholders, from initial contact to aftersales service.

Key Responsibilities

  • Be the primary point of contact for incoming sales enquiries by telephone, email, and live chat.
  • Process sales orders received by email, telephone, postal orders, and e-commerce in an accurate and efficient manner.
  • Raise customer quotations, proformas, and coordinate stock returns as required.
  • Provide excellent customer service support by working closely with internal departments, including Sales, Accounts, Despatch, Technical Service, and Marketing.
  • Effectively provide customers with answers to order queries or offer solutions to queries.
  • Manage non-technical complaints and difficult situations.
  • Manage backorder processes to ensure customers are informed of any date changes.
  • Manage new account processes and documentation required.
  • Ensure customer databases are regularly updated and all information logged.
  • Deliver exceptional customer service 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.
  • Work as part of a team to achieve overall goals and be self-driven to deliver exceptional customer service.

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 working with ERP/CRM platforms.

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 a leading supplier of life science products to the research industry. We are 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 our culture.

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