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Customer Service Advisor

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Bio-Techne

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Frankfurt, +3
  • Quick Apply

AI generated summary

  • You need strong English and German skills, customer service experience, IT proficiency (ERP/CRM), and excellent communication and organizational abilities.
  • You will handle sales inquiries, process orders, manage customer quotes, and ensure customer database accuracy, while collaborating with internal teams to deliver exceptional service.

Requirements

  • 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 and German 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.
  • 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.

Responsibilities

  • 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

FAQs

What is the main purpose of the Customer Service Advisor role at Bio-Techne?

The main purpose of the Customer Service Advisor role at Bio-Techne is to provide exceptional customer service throughout the entire process, from initial inquiries and order placement to aftersales service, ensuring a positive customer experience.

What qualifications are required for this position?

The minimum qualifications required include general education exam passes (or equivalent) in English and Maths, experience in a customer-focused environment, and fluency in written and spoken English and German.

What IT skills are necessary for this role?

Candidates should possess excellent IT skills, with experience working with ERP/CRM platforms. A working knowledge of Microsoft D365 and/or Salesforce is desirable but not essential.

What personal qualities are essential for a Customer Service Advisor at Bio-Techne?

Essential personal qualities include a passion for customer service, excellent telephone manner, exceptional attention to detail, time management, organizational skills, and the ability to remain calm under pressure and handle complaints effectively.

Who will the Customer Service Advisor be communicating with?

The Customer Service Advisor will communicate with key stakeholders, customers via telephone, e-mail, and live chat, as well as collaborate with other internal departments such as Sales, Accounts, and Technical Service.

Is there room for career progression at Bio-Techne?

Yes, Bio-Techne offers opportunities for career development through mentorship, promotional opportunities, training and development programs, and internships.

How does Bio-Techne support employee work-life balance?

Bio-Techne supports work-life balance through competitive wages, extensive benefits for employees and their families, and initiatives that foster a culture of caring and belonging.

What does the company ethos encourage among its employees?

The company ethos encourages empowerment and innovation, valuing employees' input and encouraging them to bring new ideas to the table.

Will the Customer Service Advisor be expected to handle technical complaints?

The Customer Service Advisor will manage non-technical complaints and provide effective solutions to customer queries.

How important is teamwork in this role?

Teamwork is highly important, as the role requires collaboration with various departments to ensure superior customer support and achieve overall goals.

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Bio-Techne

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Bio-Techne Corporation (NASDAQ: TECH) is a leading developer and manufacturer of high-quality purified proteins and reagent solutions - notably cytokines and growth factors, antibodies, immunoassays, biologically active small molecule compounds, tissue culture reagents, and cell and gene therapy workflow solutions including T-Cell activation technologies. Bio-Techne’s portfolio also includes protein analysis solutions, sold under the ProteinSimple brand name, that offer researchers efficient and streamlined options for automated Western blot and multiplexed ELISA workflow. These reagent and protein analysis solutions are sold to biomedical researchers, as well as clinical research laboratories, and constitute the Protein Sciences Segment. Bio-Techne also develops and manufactures diagnostic products including FDA-regulated controls, calibrators, blood gas and clinical chemistry controls, and other reagents for OEM and clinical customers. Bio-Techne’s genomic tools include advanced tissue-based in situ hybridization assays (ISH) for research and clinical use, sold under the ACD brand, as well as a portfolio of clinical molecular diagnostic oncology assays including the ExoDx®Prostate (IntelliScore) test (EPI) for prostate cancer diagnosis. These diagnostic and genomic products comprise Bio-Techne’s Diagnostics and Genomics Segment. Bio-Techne products are integral components of scientific investigations into biological processes and molecular diagnostics, revealing the nature, diagnosis, etiology and progression of specific diseases. They aid in drug discovery efforts and provide the means for accurate clinical tests and diagnoses. With thousands of products in its portfolio, Bio-Techne generated approximately $714 million in net sales in fiscal 2019 and has over 2,200 employees worldwide.