Job Details
Job Location : Wiesbaden, Germany
Position Type : Full Time
Salary Range : Undisclosed
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, UK with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary and Czech Republic.
Position Summary
The Customer Services team at Bio-Techne plays 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 Functions
* Be the point of contact for incoming sales enquiries by telephone, e-mail and live-chat.
* Process sales orders received by email, telephone order, postal orders, and e-commerce accurately and efficiently to ensure minimal errors.
* Raise customer quotations, proformas and coordinate stock returns where required.
* Provide excellent customer service support by working closely with other internal departments – Sales, Accounts, Despatch, Technical Service, Marketing, etc.
* Effectively provide the customer with answers to any order queries or offer 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 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 & utilization.
Qualifications
Minimum Requirements/Qualifications:
* General Education exam passes (or equivalent) in English and Maths.
* Experience of working in a customer-focused environment.
* Fluent written and spoken English and German is essential.
* Possess excellent IT skills, including experience of working with ERP/CRM platforms.
Skills required/desired:
* A commitment to total customer satisfaction.
* Conscientious, articulate, and possesses excellent presentation and teaching skills.
* Strong organizational and administration skills.
* Working knowledge of Microsoft D365 and/or Salesforce desirable but not essential.
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 help ensure continuous improvement of support. Enjoy working as part of a team to deliver results, learn and share knowledge.
* Passion: Provide guidance and support to other team members and departments. Excellent attention to detail, time management and process management.
* Innovation: Outstanding problem solving and interpersonal skills. Self-directed and creative. Contribute to the success of the team by challenging and offering suggestions/ideas and feedback.
* Collaboration: Work closely with all departments within EMEA to ensure superior customer support. Work closely with peers to ensure consistency of service across all areas.
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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