Customer Service Advisor

Overview

Bio Techne provides tools that empower researchers in life sciences and clinical diagnostics. This role is part of the Customer Services team and is responsible for delivering exceptional service across the entire customer journey.

Responsibilities

• Serve as the primary point of contact for incoming sales enquiries via telephone, e mail, and live chat.
• Process sales orders accurately, from email and telephone orders to postal orders and e commerce, minimizing errors.
• Create and send customer quotations, proformas, and coordinate stock returns when required.
• Work closely with internal departments-Sales, Accounts, Dispatch, Technical Service, Marketing-to provide comprehensive customer service support.
• Respond to order queries and formulate solutions for customers.
• Handle non technical complaints and resolve them promptly.
• Manage the back order process and keep customers informed of any changes to delivery dates.
• Oversee new account set up and ensure all required documentation is completed.
• Maintain an up to date customer database, logging all interactions and information.
• Execute after sales care and follow up activities to deliver a great customer experience from order placement to completion.
• Acquire basic product knowledge and stay updated on key product features.
• Collaborate with internal sales teams to improve communication and operational efficiencies.
• Deliver exceptional customer service at every point of contact, both internal and external.
• Promote best practice and ensure maximum productivity and utilisation of resources.

Qualifications

• General education passes in English and Maths (or equivalent).
• Experience working in a customer focused environment.
• Fluent written and spoken English.
• Strong IT skills, including experience with ERP/CRM platforms.
• Commitment to total customer satisfaction.
• Excellent organisational and administrative abilities.
• Working knowledge of Microsoft D365 and/or Salesforce desirable.
• Additional language skills desirable.
• Exceptional telephone manner and written communication skills.
• Attention to detail, time management, and organisational skills.
• Ability to multitask efficiently and manage a wide variety of tasks.
• Professional demeanour, calm under pressure, and effective complaint handling.
• Adaptability to a fast paced environment.

Equal Opportunity Employer

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.