Customer Service Advisor @ Bio-Techne

Customer Experience & Support (2)
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Customer Experience & Support (2)

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:

$18.40 - $25.30

POSITION SUMMARY

Primarily responsible for assisting the Bio-Techne Sales organization with order processing, problem solving, responding to order status inquiries, resolving customer service complaints, and any additional activities contributing to higher level support of customer needs. The responsibilities of this position are order entry, to answer sales and customer calls for product availability and order status, communicate and coordinate activities with customers, other Bio-Techne entities and Sales Reps to get orders processed and shipped out. Provide product and pricing information to customers. Follow up on customer complaints, questions, and product returns to ensure customer satisfaction. Proactive monitoring of key customer or product orders to ensure smooth fulfillment.

ESSENTIAL FUNCTIONS

Enter orders into the company ERPs (MAS/AX), accurately and efficiently, obtaining clarification from the Customer, Sales rep, Finance, etc. as necessary.
Primary point-of-contact to customer post-sale for non-technical problems and questions related to their order. Ensure customer’s needs and expectations regarding their order are met. Follow through with requests to completion or escalate when appropriate.
Contribute to the maintenance of lasting relationships with customers through knowledgeable communication and proactive resolution of questions or issues. Manage all aspects of order cycle as necessary to ensure customer satisfaction.
Effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and costs.
Provide non-technical product and pricing information to customers through phone, email or other channels as needed.
Connect callers to appropriate departments as needed.
Create and document service complaints in Salesforce for escalation/follow up as needed. Complete Credit/Rebill or Credit/Reship RMAs in Sage ERP MAS 200/Microsoft AX as needed. Determine and document root cause of service complaints.
Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety as outline in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance to the job.
Performs additional duties as assigned.

Education and Experience:

Ideal candidates will have a college degree in Business, Sciences, Sales, Marketing or other related field, or equivalent work experience. Excellent communication skills required, both verbally and written; must exhibit a high level of proven collaborative skills within and outside of the department, with both external and internal
customers. Requires developed analytical skills and the ability to proactively problem solve, defining root causes and putting in place solutions to avoid repeated problems. Comprehensive knowledge of ERP and CRM systems required: experience with MAS, Microsoft AX and Salesforce.com desired. Working knowledge of Microsoft Teams, Outlook, Word and Excel as well as computer entry and/or typing skills are required.

Knowledge, Skills, and Abilities:

Skills in proactively assisting customers and Sales in problem solving related to customer service issues, including the ability to identify and appropriately evaluate a course of action.
Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer’s needs, new products, product availability and the production plans.
Assist Customer Care Representatives on more complex/difficult issues, advanced customer service skills, procedural changes and system applications.
Train, mentor and coach Customer Care Representatives to elevate the skill level of the entire group.
Skills in taking and providing accurate, detailed product information.
Skills in both proactively anticipating issues, and following through to complete resolution.
Ability to act independently on routine assignments or projects.
Ability to plan, organize and multi-task to complete assignments in an efficient manner.
Ability to communicate professionally, both oral and written.
Ability to pay attention to details and perform at a high level of accuracy.
Ability to work independently and with a team.
Ability to resolve interpersonal challenges that arise in a changing environment or in a multi-person team situation.
Ability to work hours that conform to the department’s needs.
Knowledge of Microsoft Outlook, Word and Excel.
Knowledge of Microsoft AX or other enterprise level ordering systems.

Why Join Bio-Techne:

We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.
We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.
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 E-Verify Employer in the United States.

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.

Customer Service Advisor

Bio-Techne

Compensation Overview

We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.

We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.

We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.

We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.

We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.

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

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