Customer Service Advisor

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. Pay Range: £19,600 - £31,500 Placement within the salary range will vary depending on experience, qualifications, geographic location, and internal equity considerations.

Contract type: 12 months fixed term contract

Location:

Bristol or Abingdon, UK Hours of Work: 37.5 hours per week The European headquarters is based in Abingdon, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.

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.

• 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.
• Drive best practice and ensure maximum productivity & utilisation.

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

• A commitment to total customer satisfaction.
• Conscientious, articulate, and possesses excellent presentation and teaching skills.
• Strong organisational and administration skills.
• Working knowledge of Microsoft D365 and or Salesforce desirable but not essential.
• Additional language skill is highly desirable.

• 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 demeanour.
• Ability to remain calm under pressure.
• Abil…