Customer Service Specialist

Company Description

LGC Clinical Diagnostics, part of the LGC Group, has more than 30 years of experience as a leading and trusted global IVD quality manufacturer, with particular expertise in quality measurement tools (QMT) and reagents. Focused on five key areas – clinical biochemistry and immunoassay, serology, molecular diagnostics, clinical genomics, and reagents – it has around 450 employees across its four FDA-registered and ISO 13485-certified facilities in the USA and Ireland, and an ISO 9001-certified facility in England.

LGC Clinical Diagnostics partners with IVD and biopharmaceutical developers, CROs and academic
institutions covering the entire diagnostic pipeline, from concept and early-stage research to accelerated
product development and, ultimately, routine clinical use. It develops and manufactures a
comprehensive portfolio of premium catalogue and custom-developed diagnostic quality solutions and
component materials for the IVD and extended life sciences industry through its four brands, Maine
Standards Company, SeraCare, The Native Antigen Company and Technopath Clinical Diagnostics.
Together, they serve 7,500+ customers in over 120 countries, providing products for more than 20
clinical application areas, including infectious diseases, NIPT, diabetes, cardiac disease and oncology.
lgcclinicaldiagnostics.com

Job Description

1. Job Purpose

The Customer Service Specialist will be responsible for daily order entry and management of all catalogue and non-catalogue orders, as well as all orders types.  They will handle customer inquiries and orders via phone and email.  They will be responsible for operational support and guidance through superior knowledge of customer service principles and expertise, while interacting proficiently with all customers and within all levels of the organization.  They will provide results in a fast-paced environment which requires multi-tasking and the ability to react positively as priorities change.

1. Key Responsibilities

• Manage customer orders, including key account and all order types, from time of order receipt to order fulfilment.
• Serve as the primary contact for customers, sales and management regarding order detail, updates and acknowledgements when needed.
• Ensure customer’s unique order specifications are followed by adding custom notes to the sales order and monitoring manufacturing and shipping’s compliance to the customer’s requests. 
• Exhibit strong adherence to procedures and process improvement.
• Determine if customer price is appropriate based on price quotes submitted by sales and review of system pricing; or, review with the commercial team.
• Provide customers with estimated freight charges on orders as requested.
• Maintain and confirm open orders and backorders. 
• Initiate appropriate follow up to customer complaints concerning service issues including credit or returns as well as communication direct to the customer.
• Pro-actively notify sales and/or marketing regarding product availability, pricing, or delivery issues as they occur.
• Review purchase orders and customer master account information for details regarding terms and taxes as needed.

1. Knowledge, Experience and Technical Skills

• Experience with ERP order entry required (SAP experience strongly preferred)
• Experience with Outlook or similar email platform required.
• Experience with CRM (eg Salesforce) preferred
• Strong communication skills, verbal and written required
• Ability to work independently
• Ability to prioritize and manage multiple tasks with a sense of urgency
• Strong organizational skills
• Excellent analytical skills to inform and support continuous improvements and initiatives
• Strong attention to detail

Qualifications

1. Education and/or Experience

• Three to Five plus years’ experience working in customer service setting with a preference to Biotech Industry
• Ideal candidate will have experience working with multiple departments and must be highly collaborative internally to provide high level of customer service
• Bachelor’s degree strongly preferred

Additional Information

1. Physical Demands

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires prolonged sitting and working at a computer monitor.  Repetitive motion using a keyboard for long periods of ti