Hobson Prior is working alongside a biotech company seeking a Customer Service Expert to ensure customers receive necessary reagents and consumables for their operations. This role involves processing orders, handling customer communications, and providing first-level support for digital order management solutions. This is a hybrid role requiring 3 days in office per week.

Please note that to be considered for this role you must have the right to work in this location.

Mission Statement:

The Customer Service Specialist ensures customers receive the reagents and consumables to continue the smooth running of their operation. They will do this through the processing of customer orders, handling of customer communication via several channels and first level support for all digital order management solutions.

Context and Key Responsibilities:

The Customer Service Specialist is:

• A hybrid role that will include office-based activities as well as the potential for working from home.
• A member of Supply Chain and customer service function
• Reports to Customer Service Team Managers
• Working within the customer service teams

Key Responsibilities:

• Manage customer communications within agreed service levels and maintaining high quality service.
• Offer first- and second-line digital support across several platforms whilst promoting the use of available tools.
• Communicate with Third party suppliers to process required purchase orders or resolve any logistical queries.
• Support other departments and stakeholders to ensure smooth operation.
• Ensure all data on our systems is kept up to date as required
• Handle any customer dissatisfaction, providing appropriate solutions and alternatives.
• Proactively adhere to process surrounding Export Control and Incoterms
• Ensure adherence to all regulatory requirements

Key Activities:

Order Management Quality

• Process reagent and consumable orders from international and local warehouses and third party suppliers for UK, Ireland and Agencies
• Manage allocation and bottlenecks
• Manage orders with Third party suppliers
• Respond to any query from internal/external customers and third-party suppliers

Customer Experience

• Build and maintain relationships with our customers and stakeholders
• Meet and exceed departmental service levels
• Manage third party suppliers to ensure quality of our MLS offering
• Identify opportunities for continuous improvement
• Accountable for quality and integrity of data in our systems to enable digital transformation as well as reliable insight delivery
• High quality digital support across all our self-service platforms
• Collate and listen to customer feedback
• Handle logistic claims within agreed timeframes

Collaboration

• Work together as one team to focus on providing a world class customer experience which is highly valued
• Develop and enable strong relationships to work effectively with stakeholders across the organisation to ensure long-term business and customer benefits.
• Collaborate across supply chain to ensure the smooth continuation of services for our customers
• Utilise all processes and outside the box thinking any challenges that may arise
• Collaborate with customers to identify and implement any potential efficiencies
• Work closely with product managers to limit impact from allocations and stock outs to our customers
• Participate in projects designed to increase customer satisfaction and business efficiencies

Qualifications:

• Grade C or above at GCSE or equivalent in both English Language and Maths.

Experience:

• Experience of Customer Relationship Management system and tools
• Customer Service experience (preferably in a contact centre environment)
• Experience with both business to business and consumer-based customer service

Knowledge/skills:

• Patient, empathetic, attentive with a calming presence
• Systems experts in Salesforce and SAP
• Excellent written and verbal communication skills, and be able to communicate with maximum impact
• Resilient and tenacious, you strive under pressure, working effectively as part of a close-knit team in a fast-paced, time-sensitive environment
• A strong team player, goal oriented focused and fully committed to providing excellent customer service.
• Resourceful with a passion to investigate problems and find appropriate solutions.
• Embraces challenges to build and strengthen trust, relationships and the company's brand
• Able to multitask, prioritise and manage time effectively

For more information, please contact Chad Petersen.

Apply now

If you are interested in learning more or applying to this exciting opportunity then please click 'Apply' and upload a copy of your CV. Alternatively for further details or to talk directly to a life sciences recruitment specialist directly please select 'Contact me' at the top of this page.

Hobson Prior is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Hobson Prior is acting as an Employment Agency in relation to this vacancy.

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