customer service manager Remote
Job description
BioLegend, Inc. (a Revvity Company) develops world-class, cutting-edge antibodies and reagents for biomedical research, manufactured in our state-of-the-art facility in San Diego, CA. Our mission is to accelerate research and discovery by providing the highest quality products at an outstanding value, along with superior customer service and technical support. Our product expertise covers a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology.
Job Summary
In Europe we have offices in North London (Kentish Town) and Amsterdam (Amsterdam Life Sciences District), delivering products to customers throughout Europe. Our business is focused on delivering outstanding products, services, and overall value to our customers so customer service is at the heart of what we do and is essential to our success. Our business in Europe is growing year on year, so our team is too! We are looking for a second Team Leader to join our CS team working hybrid from home/our London or Amsterdam office.
You’ll enjoy supporting your colleagues performance and skill development, be happy to jump in to help with orders and customer queries where needed and be focused on analytics and improvements. You enjoy looking at metrics and data to see what we are doing and where we have opportunities to improve customer experience or streamline processes. You somehow think systems and processes whilst also enjoying delivering excellent customer experiences.
What you'll do:
You'll be someone with a real 'Can Do' attitude, with an ability to work comfortably with ambiguity. Who wants to work as part of a collaborative and close-knit team. Solutions focused, you look for ways to proactively improve ways of working that will improve the experience for our people and our customers:
- Bring a positive energy to your work, our team and your interactions with our customers. Through collaboration we encourage each other to aspire to deliver the best performance we can, and to continue to grow our skills and impact.
- Help us be an enjoyable place to work by being an enjoyable person to work with!
- Represent BioLegend and be responsible for delivering a high quality and legendary service to all customers, external and internal. What you do here is very visible and has a high impact.
- Work closely alongside the Customer Service Manager to continuously review our processes, developing metrics and improvements for the business and our customers
- Develop team members and provide a monthly performance update to them in 121s
- interviewing potential new hires
- Managing induction and training plans for new joiners, delivering some of their training and ensuring their performance is reviewed and assessed
- Organizing team structure and monitoring daily workload of team whilst adjusting to ensure adequate cover and correct procedures are followed
- Ensure all service targets are achieved or surpassed, maintaining first class customer service
- Track the effectiveness of the customer service team, identifying innovations and strategies to exceed KPIs
- Collect and provide statistical data/reports as required – with ideas not just number crunching
- Mentoring the team and set an example for team members of commitment, customer service activities, work ethics and habits and personal character
- Support the team with processing customer orders accurately into our system (Microsoft Navision) when needed.
- Effectively and independently handling customer escalations or complaints in a way that exceeds customer expectations, whether that is with external logistics providers or internal colleagues
- Owning complex issues/customer emails, knowing when to escalate issues to our Customer Service Manager – both for key cases and in identifying themes
- Communicate with internal departments in order to resolve potential issues
- Ensure that all agents are logged in and able to take calls.
- You’ll also appreciate the importance of system and customer record integrity, and bring a focus on accuracy to updating and maintaining customer records
- Lead the implementation of system updates or new processes
Minimum Qualifications - Education and Experience
- You have a genuine passion for customer services, giving every customer the feeling that they and their order/query are important to the business, and to you personally. You'll likely have developed this over several years of customer service experience
- You have experience coaching or developing others
- Confident using MS Office including Excel, creating basic formulas and reports
- Strong customer orientation with desire and willingness to help.
- Strong verbal and written communication skills in English (French or German a bonus)
- Self-motivated, able to multitask and work independently
- You have outstanding attention to detail, with a strong ethic of personal responsibility
- You have strong problem-solving skills and the ability to think creatively
- You're able to operate with a strong sense of urgency and deliver results
- You have prepared reports and metrics using different business data and can demonatrate an ability to review and analyse data, identifying matters for further investigation
- You’ve experience using ERP and CRM systems and evaluating the data within them
- Confidence in asking questions and guiding conversations to resolve customer requests
- Self-organized, you can keep track of your “to do” list and are used to manual systems
- Open and accepting of coaching and feedback – you like to reflect on your own performance and use our feedback to grow
- Able to provide a (relatively) calm and quiet work-at-home environment
Preferred Qualifications - Education and Experience
- Most of our team are bilingual or trilingual so French or German spoken and written skills a bonus
- Customer Service experience within a pharmaceutical or biotechnology company, or another complex technical product.
- Experience with Salesforce CRM
- Experience designing and evaluating team training
- Experience coaching and training colleagues in technical and soft skills
Share our Values:
- Innovate – Be better, keep improving, be more efficient, creative, and be in the forefront of development
- Aspire – Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights
- Collaborate – Foster teamwork, common goals, selflessness, communication and mutual support
- Transform – Adapt, learn, re-invent and change for future development and growth
We are open to considering part-time as well as full-time. You'll be based in our London or Amsterdam office (mixed with time working from home):
London: 4B, Highgate Business Centre, 33 Greenwood Pl, Kentish Town, London NW5 1LB
Amsterdam: Pietersbergweg 289, Amsterdam, 1105 BM
