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.

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 Functions

The team

• 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.

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

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 demeanour.
• 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 and by challenging and offer 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, minimising environmental impacts and conserving natural resources.  Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Why Join Bio-Techne:

• We offer competitive wages along with extensive benefits for employees and their families.

• We invest in our employees’ financial futures through retirement programs and an employee stock purchase plan.

• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.

• We offer an international and diverse working environment, enriched by employee resource groups; volunteer and charity events; and employee events that build a culture of caring and belonging. 

• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

Bio-Techne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.

If you require a reasonable accommodation to complete an application, participate in an interview, or take part in any other stage of the recruitment process, please contact [email protected] for assistance.