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 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