Customer Service Associate

Company Description

ABOUT LGC STANDARDS:

LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science in order to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

Job Description

Scope of Position

The role incumbent is responsible for handling, managing, and successfully completing customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates, and customer purchase order fulfillment requirements. The role includes meticulous and correct handling of controlled substance inquiries and orders, following the existing guidelines, and working with our compliance team. The required outcome is the continuity of the highest level of service experience for customer-managed orders from the point of order entry to delivery and payment.

Key Responsibilities and Accountabilities

• To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high-quality image and standards provided by LGC. Communicating courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are escalated to the appropriate team.
• To be responsible for the daily CRM Case Management System, ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
• To ensure that the agreed promised delivery dates to customers are maintained and that changes are relayed to the customer prior to the delivery date with notes maintained in ERP and CRM systems to ensure communication lines and history.
• To register customer complaints by logging into the CRM Case Management System and ensure the KPI reporting is maintained and issues escalated to the Manager.
• To process RMA’s (Return Material Authorizations) to issue refunds/credit notes or compensation to customers to agreed values as determined by the Manager.

Qualifications

Education: Associate Degree or higher - Life Science/Chemistry field desired or

Experience: 2 - 3 years of customer service experience or 3 - 5 years of call center experience

Required Skills:

• Experience working in a sales support environment with order entry exposure.
• Can-do attitude and willingness to go that extra mile. Positive, enthusiastic, and high energy.
• Excellent telephone manners and communication (written and verbal skills) are Essential.
• Customer-focused, detail-oriented for accuracy, and an effective problem solver.
• Robust computing and keyboard skills (> 40 wpm). Excel basic and Word required.
• Team Player, supportive of colleagues.
• Experience in using ERP systems such as SAP, ORACLE, SAGE, etc.
• Experience in using CRM systems such as ZenDesk, Zoho, and Hubspot.

Desired Skills:

• An interest in Chemistry or Science would be a distinct advantage.
• Experience in the Life Science industry or related field.
• Experience with IFS or Salesforce.
• Call center experience.

Role Dimensions

This candidate is dependable, committed, reliable, and responsive, with a high work ethic. They feel accuracy in their daily work outcomes is paramount and learn quickly from their mistakes. They can effectively work in a high-pressure environment and maintain a positive, enthusiastic, and high-energy attitude. On-time and attendance are important to them. They are motivated to seek, through their performance, customer satisfaction for our internal and external customers.

Additional Information

ABOUT LGC:

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically emb