Senior Customer Service Representative; German​/French speaking

Bio Legend develops world‑class, cutting‑edge antibodies and reagents for biomedical research, manufactured in our state‑of‑the‑art facility in San Diego, CA. Our mission is to accelerate research and discovery by providing the highest quality products at an outstanding value, along with superior customer service and technical support. Our product expertise covers a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology.

In Europe we have offices in North London (Kentish Town) and Amsterdam (Amsterdam Life Sciences District), delivering products to customers throughout Europe. Our business is focused on delivering outstanding products, services, and overall value to our customers so customer service is at the heart of what we do and is essential to our success. Our business in Europe is growing year on year –so our team is too.

• You're someone with a real 'Can Do' attitude, with an ability to work comfortably with ambiguity. You’ll thrive in a collaborative and close‑knit team and be solutions‑focused, always looking for ways to proactively improve workflows and enhance the experience for our people and our customers.
• Bring positive energy to your work, our team and your interactions with our customers. Through collaboration we encourage each other to aspire to deliver the best performance we can, and to continue to grow our skills and impact.
• Help us be an enjoyable place to work by being an enjoyable person to work with!
• Represent Bio Legend and be responsible for delivering a high quality and legendary service to all customers, external and internal. What you do here is very visible and has a high impact.
• Design and development of reports by working with the Customer Service Manager and other members to understand reporting needs and design reports or automations to meet such needs.
• Maintaining the customer service knowledge base.
• Identity and report on service improvements.
• Coordinate replacements, tech support as per internal processes.
• Support the team with processing customer orders accurately into our system (Microsoft Navision) when needed.
• Communicate to customers about any changes to their order status and any potential issues affecting supply or delivery timing.
• Effectively and independently handle customer escalations or complaints that exceed customer expectations.
• Support inbox management, responding to customer queries regarding their orders when needed.
• Communicate with internal departments to resolve customer queries.
• Record customer enquiries and complaints in CRM when handling calls and emails.
• Answer inbound calls, ensuring accuracy, efficiency, and the highest standard of customer service.
• Participate in automation initiatives aimed at increasing productivity and streamlining customer service workflows, including the use of digital tools and process optimization strategies.
• Strong language skills in English, French and/or German to a fluent level – you’ll be dealing with PhD students, procurement teams, both universities and commercial customers.

• Happy to be a focus for process improvement and learning new software/systems as we develop our reporting environments and data strategy.
• Strong verbal and written communication skills and motivational skills, ability to multitask and work independently.
• Strong knowledge of business analysis processes and techniques.
• Excellent analytical, problem solving and organisational skills.
• Confident using MS Office and Advanced Excel & Power Automate skills.
• Significant technical skills in reporting tools, data analytics and data management tools for reporting purposes.
• Ability to design flows to improve processes.
• Capturing customer information correctly within our CRM system.
• Experience using an ERP and CRM.
• Polite, friendly, warm, and courteous phone demeanor – you must like talking to customers!
• Strong customer orientation with desire and willingness to help.
• Self‑organised, you can keep track of your “to do” list and are used to manual systems.
• Open and accepting of coaching and feedback – you like to reflect on your own performance and…