Customer Service Representative

Company 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.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

We’re proud to be an armed forces-friendly place to work and welcome applications from reservists, armed forces veterans (including the wounded, injured and sick), as well as cadet instructors, and military spouses and partners.

If you want to continue to help make our world a safer and healthier place, then apply for the role below and become a part of the extraordinary Eurofins network.

Job Description

Unfortunately, we are unable to offer visa sponsorship for this role.

Working hours are Monday, Tuesday, Thursday & Friday: 9:15-17:30 and Wednesday: 9am - 5:30pm.

As a Customer Service Representative you will work as part of a collaborative team to deliver consistent, high quality customer service.

As the first point of contact for any customer communication, you will ensure that every enquiry is acknowledged promptly and either resolved directly or routed efficiently to the appropriate business area. This role plays a key part in enhancing the customer experience by ensuring timely, accurate, and professional interactions at every stage.

• Serve as the first point of contact for customer enquiries, ensuring timely responses and routing queries to the correct departments where necessary
• Provide accurate information about testing services, timelines, sample requirements, and reporting of results
• Coordinate with internal teams to ensure client expectations are met
• Work closely with all laboratory departments on customer projects/non routine samples to ensure on time delivery
• Track sample submissions and proactively update clients on the status of their testing
• Manage complaints and escalations with professionalism and urgency, aiming for timely resolution
• Maintain detailed records of customer interactions and transactions usi:ng available tools
• Identify recurring issues or client pain points and share insights with the Customer Experience Manager
• Maintain professional and efficient communication with clients throughout the testing process, from sample receipt to result delivery
• Once trained, receive and check incoming samples, ensuring they are correctly sorted and labelled according to internal protocols for transfer to partner testing laboratories
• Once trained, accurately register customer samples in the Laboratory Information Management System (eLIMS), verifying that all required information is complete and correct
• Once trained, input test results into the appropriate systems with accuracy and attention to detail
• Contribute to service improvement initiatives by sharing insights, feedback, and participating in team discussions
• Identify continual improvement in the customer’s overall experience.
• Provide project management and reporting support for retailer projects
• Provide technical support to customers to assist with definition of testing requirements to meet their industry and legal obligations.

Qualifications

• Educated to secondary school standard.
• Previous experience working within an accredited contract testing laboratory or food industry laboratory environment are preferred but full training will be provided
• Computer literate.
• Excellent standard of written and spoken English and numeracy skills.
• Hard working self-motivated and professional team player
• Ability to work well under pressure
• Excellent attention to detail
• Ability to multi-task, prioritize, organise and co-ordinate your own workload

Additional Information

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 in the form of an assessment centre or a staged interview process dependent on the role and it's requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your