Customer Service Senior Executive (UK) Vacancy
An exciting opportunity has arisen to join the team at Hello Bio!
In this role you will manage all customer facing communications, forwarding and coordinating queries to make full use of the highly experienced team around you. You will be involved in the creating and setting of customer service policies and goals and will aim to develop & maintain excellent customer relations.
You will liaise directly with international customers, suppliers and couriers. As well as processing and fulfilling orders, enquiries and requests, you will help to manage key customer accounts and work closely with the Marketing team to raise awareness of Hello Bio.
This is a challenging and varied role with opportunities for international travel and career growth for the right candidate.
You must have excellent verbal and written communication skills, together with the ability to solve problems, a willingness to learn and to work as part of a close team. You will be computer literate, a good organizer, with great attention to detail. A background in science, and / or customer service experience is desirable though not essential as training will be provided.
Hello Bio is a fast-growing manufacturer and supplier of high quality research reagents to universities and pharmaceutical company customers. With an excellent reputation for quality, Hello Bio's products are used to further scientific research worldwide, in areas such as Alzheimer’s Disease, cancer, neuroscience and more.
The full role description is appended below. To apply, please submit your CV and full covering letter stating why you think you are suited for the role via Indeed.com:
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Role Description
LOCATION: Avonmouth, Bristol, United Kingdom
JOB TITLE: Customer Service Senior Executive
MAIN PURPOSE OF JOB: To provide first class customer service by accurately processing orders, responding to customer requests and accurately following operating procedures, guidelines and policies. To play an active role in managing customer key accounts, and maintaining & building good communication and relationships with distributors and 3rd party suppliers
RESPONSIBLE TO: Customer Service Director
RESPONSIBLE FOR: N/A
HOURS: 37.5 hours per week, Mon-Fri, 9am-5pm
MAIN DUTIES:
Customer service
- To manage a busy customer service inbox
- Organising, processing and replying to customer requests and queries within departmental time-frames
- Liaising with technical support & stock teams, forwarding communications and coordinating responses when necessary
- Issuing & following up customer quotations to established time-frames
- Accurately and efficiently entering order data into order database
- Arranging, processing and shipping orders and stock shipments
- Liaising with customs brokers when required
- To manage and liaise with couriers
- Providing first class customer service experience daily
Service Standards
- To champion exceptional customer service standards, making recommendations for improvements where necessary
- To assist with the reporting and evaluation of customer service KPIs, making recommendations where appropriate.
- Following standard operating, procedures, guidelines and policies
Building & Maintaining Customer Relationships
- To assist with key account management, identifying key accounts and making recommendations where appropriate
- To liaise and communicate with Distributors, ensuring they have current pricing and product lists
- To ensure that our 3rd party partners (eg. Product Directories) receive timely product lists as required
- To communicate with customers re. overdue accounts when required
In-house Support
- To provide support to the Marketing Team by organising equipment, travel, accommodation and conference exhibition space for the trade shows that Hello Bio attends. This will involve liaising with couriers, obtaining quotes, packing conference materials and shipping to deadlines.
Data Protection, Health and Safety & GDPR
- To adhere to all relevant legal requirements and company policies, including but not limited to: Health & Safety, Data Protection and GDPR.
Person Specification
Qualifications/Experience
- Excellent communication skills, both written and spoken English.
- Competent IT skills, including the ability to use Microsoft Office software such as Word, Excel, and PowerPoint. Training in company specific software and databases will be provided.
- Excellent interpersonal, time management, organizational, decision making, problem solving, and communication skills
Personal Qualities
- Strong attention to detail
- Able to work to deadlines
- Ability to work on own initiative as well as take direction
- Ability to multi-task, prioritize and manage time effectively
- Polite and friendly disposition
- Calm under pressure
- Strong ability to communicate (to customers and inter-departmentally)
- Ability to problem solve
- Willingness to learn and develop
- Flexibility
Special Conditions
- COVID-19 considerations: Hello Bio follows all government guidelines for working in a Covid-19 secure way and all staff must adhere to our COVID risk assessment which which includes daily sanitisation, limits on room occupancy and maintaining social distancing.
- It is expected that the postholder will continually maintain and update the necessary skills to carry out the role
- This job description is not exhaustive and will be reviewed from time to time and amended by mutual agreement. There will be an annual job appraisal to review progress, job description and performance against objectives.
To apply, please submit your CV and full covering letter stating why you think you are suited for the role via Indeed.com: