Customer Service Advisor

vor 2 Wochen

Wiesbaden, Deutschland Bio-Techne Vollzeit

Description

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, England, with a Distribution Centre in Langley, and a manufacturing facility in Bristol. There are subsidiaries in France, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic, with further manufacturing sites across the USA.
 

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 Duties & 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, 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. 

Communication
- 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.

Operational responsibilities
• Follow the Company’s Minimum Standards and KPI’s set for the Customer Services team. 
• Apply the Company’s commercial and operational policy in relevant territories.
• Work within the guidelines of Company Code of Ethics and Business Conduct.

Qualifications

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.


Personal Qualities and attributes:
• 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 in English 
• Ability to perform a wide variety of tasks and multi-task efficiently
• Professional demeanour
• Enjoy working as a team to deliver results, learn and share knowledge
• Ability to remain calm under pressure
• Ability to handle complaints and difficult situations
• Ability to work in a fast-paced environment
• Additional Language skill would be beneficially but not essential

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.

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