Customer Service Specialist

Company Description

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 to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

Job Description

This role is responsible for the handling, management, and successful completion of 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. 

What you’ll do

• Ensure that all methods of communication with internal and external contacts are handled with the utmost integrity to project the high-quality image and standards provided by LGC. Presenting courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are advanced to the appropriate team.
• Ensure that all customer orders received are entered accurately into the ERP system on the day of receipt or within agreed timescales for order type and that the customer receives an email confirmation on the release of the order.
• Responsible for ensuring 100% follow-up to customers internally and externally.
• 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 run end-of-day check reports to ensure that all incoming orders and orders built have been processed to released status and resolve any problem orders.

Qualifications

• Commercial experience working in a Customer Service or Order Management role.
• Can do attitude and willingness to go that extra mile. Positive, enthusiastic and high energy.
• Excellent telephone manner and communication (written and verbal skills) are Essential.
• Customer focused, detail oriented for accuracy and an effective problem solver.

Desirable Experience

• Spanish speaking would be a distinct advantage.

Additional Information

Our Values

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

Equal opportunities

LGC strongly believes that every job applicant and employee should be valued for their talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental, religion, or belief. Shortlisting, interviewing, and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.

For more information about LGC, please visit our website www.lgcgroup.com

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