Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Based in Heysham, UK the Customer Service Centre of Excellence is part of the Laboratory Chemicals Division Customer Service EMEA team, reporting into the Life Sciences Commercial Operations group.

The Heysham team is responsible for supporting our chemicals’ clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. Providing outstanding customer service, promptly and accurately when responding to internal and external customer requests.

Responsibilities:Work on assignments/projects in collaboration with all colleaguesCall out and problem solve customer inquiries, documentation requests and complaints without managerial supportAssess individual customer requirements and direct activities to appropriate departmentsMaintain daily customer service reportsGet involved in delivering of tasks critical to team performanceProvide a high standard of customer service support to all customersHandle all telephone / fax / EDI / web orders within the division’s guidelines, relay price and availability of products to customers where vitalDeal with & take ownership of sophisticated customer requirements, efficiently and professionally as per the service level agreement.Collaborate with Operations, Sales, Finance and Service teams to ensure customer needs are responded to in a timely mannerWork in compliance to SOP’s, SLA’s and departmental training guidelinesMinimum Requirements/Qualifications:German and/or French speaking is nice to have but not essential.Experienced Microsoft Office user.Strong interpersonal, written and verbal communication skills.Organizational skills to multi-task and meet timelines required.A minimum of 1 year customer service experience preferable, ideally in a call centre/office environmentSelf-motivation, passion to succeed and a positive demeanor ideal.Accuracy and attention to detail is required in performing all tasks of this roleExcellent time management skills and ability to work independently required.Good organizational skills and the ability to prioritize and / or delegate effectivelyCan work cross-functionally, relate well to all kinds of people, listen and build constructive relationships, subtlety and with tact. Show innovation in communicating ideasThe individual should be able to work as both part of a team and on their own initiative, be flexible and to review current practices with the target of improving the department to achieve standard methodologies.