JOB TITLE: Customer Experience Representative
REPORTS TO POSITION: Customer Experience Senior Manager, EMEA/ Operations Manager
Company Details
Seralab is a division of BioIVT, a worldwide provider of biological and in vitro products to pharmaceutical, biotechnology and contract research organizations (CRO). We specialise in control and disease state matrices manufactured from human and animal whole blood, plasma, serum, tissues and other fluids which are used in drug discovery, compound development, clinical and research diagnostics.
We immediately add value to drug discovery and preclinical development program by providing large lots of hepatocytes, other cell types, and subcellular fractions along with associated media. Our products enable scientists and biomedical researchers to better understand the pharmacokinetics and drug metabolism of newly discovered compounds and the effects on disease processes.
Overall Job Scope
* Ensure that every customer enquiry you receive is answered promptly and processed effectively and efficiently to achieve 100% of the Company’s Customer Service Target.
* Assist the BDMs to provide accurate and efficient information to support the Sales Process.
* Co-ordinate and act as main point of daily contact for allocated customers.
* Ensure all relevant documentation is completed so that shipments are processed smoothly, complying with legislation, customer demands and Company Policies.
* Champion customer services standards and actively support Quality Assurance to identify weaknesses and ensure corrective action is implemented.
* Work closely and assist the Administration/Warehouse Teams to provide a seamless service.
* Take every opportunity to promote the image and interests of Seralab with customers, suppliers and other contacts.
* Actively promote teamwork within all departments, branches of Seralab, including remote workers, consultants and other companies within the Organization.
* Pro-actively manage the health and safety of yourself and others.
Activities, Duties and Responsibilities
* Plan, organize and control your workload to support Business Development.
* Provide service excellence for all stakeholders.
* Work closely with and support all departments, providing them with relevant reports, information, data, resources and correspondence in the event of queries and/or requests for assistance.
* Act as the main point of contact for assigned Key Accounts and other designated customers.
* Provide support for colleagues in CST in the event of heavy workloads and absences.
* Ensure all information sent to customers is accurate, up to date and communicated thoroughly.
Ensure all Customer communication and Supplier communication for the entire Seralab product range is responded to and processed accurately and in a timely manner, in line with the relevant SOPs and departmental standards, including: General enquiries, Sourcing, Estimates, Order Processing, Purchase Orders, Certificates of Analysis, shipment of orders, delivery updates, tracking, dispatch, Reservations and after-sales service.
* Ensure all product information is kept up to date and accurate on Blue Logic and MFILES.
* Review, chase and update Customer estimates, Supplier orders, reservation and other areas of outstanding information within the department, in line with the relevant SOPs and departmental standards.
* Ensure Company housekeeping is maintained to a high standard at all times.
* Always seek best value for Seralab with customers, distributors and suppliers.
* Comply at all times with Customer, Supplier, Company and Legal requirements.
* Actively protect company information, customer confidentiality and personal security.
* Participate in analysing Health and Safety risks within the Building and ensure that all legal responsibilities, Company Policies and procedures are implemented.
* Ensure understanding of all SOPs and DOCS which cover the aspects of your duties and responsibilities. Ensure an understanding of the principles of ISO9001 and the significance to the customer base.
* Review, report and monitor all customer feedback and fully prepare in anticipation of investigations and ensure that customers are kept informed at all stages of the proceedings.
* Ad-hoc tasks for Line Manager as required.
* Assist the Management Team with all reasonable requests.
* Take reasonable care for the Health and Safety of yourself and any other persons who may be affected by your acts and co-operate with the Company in order that the employer’s duty may be fulfilled.
The post holder will be required to perform other reasonable duties at the request of senior staff. This job description is subject to amendment in line with the developing service and following consultation with the post holder.
Critical Performance Measures
* Ensure that all tasks achieve Company Quality requirements as set out in SOPs and DOCS.
* Ensure that all Customer Service documentation is completed as measured by monthly analysis of non-conformances in the Quality Assurance system.
* Ensure all data processing into SAGE X3, M-Files and other systems is high quality and accurate; as measured by monthly analysis of non-conformances in the Quality Assurance system.
* Participate in the content of monthly job chats/team meetings and annual appraisals.
* Ensure you are personally compliant with and achieve all Company targets for Finance, Health, Safety, Security, Data Protection and Environment.
Person Specification
Education and Qualifications Desired:
* A Level or equivalent qualification in Mathematics and English at Grade C or above.
* GCSE Level or equivalent qualification in Chemistry or Biology at Grade C or above.
Required:
* Desire and commitment to achieve further qualifications relevant to your job.
Skills, Knowledge and Experience
* Possess several years’ experience gained in Customer Service preferably in Biotech or Medical companies, in a senior role.
* Ability to prioritize and manage workload in a front-line, high-pressure, reactive environment.
* Specific experience with Biotech products (preferably broad-based).
* High level of spoken/written English and mental/practical arithmetic.
* Proven ability to maintain accurate records and files.
* Diplomacy and developed interpersonal skills to enable effective communication and nurturing relationships with customers, colleagues, management and suppliers.
* Competent using Microsoft Office software, particularly Outlook, Excel and Word.
Personal Characteristics
* Autonomous self-starter, who is well disciplined and demands the highest standards of professionalism from self and the rest of the team.
* Excellent communicator comfortable with a diverse range of people using various media.
* Demonstrates real commitment and empathy in building customer/supplier relationships.
* Calm demeanour, cool under pressure and able to make measured, sound decisions.
* Clear that success is delivered through the team and not just personal achievement.
* Direct, commercially focused and performance-driven with a positive ‘can do’ style.
* Analytical approach to problem-solving and decision making who challenges the norm.
* Desire for Personal Development through Continuous Professional Development.
Competencies
* Focusing on the Customer.
* Achieving Results.
* Problem Solving.
* Team Working.
* Communication and Influencing.
Revisions and Acceptance
* Revisions: The Company reserves the right to alter these responsibilities and you will be advised of any change through normal methods of communications.
* Agreement: I confirm that I have read and agreed with the responsibilities contained within this job description.
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