Customer Service Representative London, England
Job description
BioLegend 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! If you speak, and write, French and German confidently and enjoy being the first point of contact for customer calls and emails, and processing orders, then we would love to hear from you.
Essential Functions/What you'll do:
You’ll juggle responsibility for ensuring orders for specific market(s) get processed on time with responding to whatever customer calls you receive, and completing other assigned tasks.
Reasonable adjustments may be made to enable individuals with disabilities to perform the essential functions.
- Be part of a busy team providing legendary customer service: primarily processing orders and answering calls from 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 high impact.
- Ensure all customer orders are entered accurately into our system (Microsoft Navision) on a daily basis, effectively and within the Company’s timeframes/targets in order to maximise customer satisfaction and to support the Sales Team to drive sales growth.
- Communicate to customers any changes to their order status and any potential issues affecting supply or delivery timing
- Take ownership of customer issues and follow through to solve problems while exercising sound judgment, focusing on achieving a resolution that exceeds customer expectations.
- Communicate with internal departments in order to resolve customer queries.
- Handle daily email and phone interactions – you’ll be dealing with PhD students, procurement teams, both universities and commercial customers.
- Other responsibilities over time such as account updating/account creation or supporting key accounts
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.
- Confident using MS Office
- Polite, friendly, warm, and courteous phone demeanor – you have to like talking to customers!
- Confidence in asking questions and guiding conversations to resolve customer requests
- Experience using an ERP and CRM
- Self-organised, 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
- Trilingual German/French/English is our ideal, both written and spoken
- Customer Service experience within a pharmaceutical or biotechnology company, or another complex and technical product.
- Experience with Salesforce CRM
