Customer Service Representative Wolverhampton, England
Job description
Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.
The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
In 2022, Eurofins generated total revenues of EUR 6.7 billion, and has been among the best performing stocks in Europe over the past 20 years.
Please note this is working a 37.5 hour working week, with a shift pattern of Monday - Friday 09:00 - 17:00, but this could be flexible.
- To act as the first point of contact for email or telephone communication from our customers in a professional manner.
- To ensure customer enquiries are responded to at first point of contact where this is possible.
- To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible, and to ensure this is followed up with the customer. This may include account managers, ASM’s, laboratory management, technical management or senior management as appropriate.
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
- Update customer information in the customer service database during and after each call
- Provide accurate, valid and complete information by using the right methods and tools
- To be the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management system
- To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities
- Delivering customer satisfaction by listening to and exceeding customer expectations
- Provide a high level of internal and external customer care.
- The post-holder may be required to work outside normal working hours to meet the requirements of customer. This will be with prior agreement of the Manager
- Some previous experience in customer service is desirable
- Experience in the food testing industry is desirable but not essential
- Experience of Laboratory electronic management systems – Desirable but not essential
- A passion to provide excellent customer service is essential
- Enthusiasm, energy and a driven outlook
- Proficient in Microsoft Office
- Maths, English, Chemistry or Biology at GCSE grade C or above or equivalent
Additional Information
Benefits
At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.
As a Eurofins employee you will benefit from:
- Holiday Purchase Scheme
- Company Pension Plan
- Employee Assistance Programme – 24/7 confidential support.
- Free car parking
- Worldwide career opportunities
- Everyone who joins our team also gets access to Perkbox, allowing you to save money all year round. Whether its supermarket savings or days out, the daily coffee or a summer holiday – there’s something to suit everyone’s lifestyle.
What Happens Next
Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team to give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths.
Application Tips
It’s really helpful for our Recruitment Team if you include a full up to date CV, your current location and a contact number so we can talk to you about our exciting opportunities. Please also detail your current Right to Work status in the UK.
Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.
