Customer Service Representative

1 month ago


Newport, Ohio, United States Bio-Techne Full time
Job Summary

We are seeking a highly motivated and customer-focused individual to join our Customer Services team at Bio-Techne. As a Customer Service Representative, you will play a key role in delivering exceptional customer service to our business stakeholders, from initial contact to aftersales support.

Key Responsibilities
  • Be the primary point of contact for incoming sales enquiries via telephone, email, and live-chat
  • Process sales orders accurately and efficiently, minimizing errors
  • Raise customer quotations, proformas, and coordinate stock returns as required
  • Provide excellent customer support by working closely with internal departments, including Sales, Accounts, Despatch, Technical Service, and Marketing
  • Effectively resolve customer queries and complaints, offering solutions and alternatives when necessary
  • Manage backorders, ensuring customers are informed of any changes
  • Update customer databases regularly, logging all relevant information
  • Deliver exceptional customer experience through after-sales care and order follow-up
  • Gain a basic level of key product knowledge to provide informed support
  • Work collaboratively with internal sales teams to maximize communication and improve efficiencies
Requirements
  • General Education exam passes (or equivalent) in German, English, and Maths
  • Experience working in a customer-focused environment
  • Fluent written and spoken German and English
  • Excellent IT skills, including experience with ERP/CRM platforms
Desirable Skills
  • Commitment to total customer satisfaction
  • Conscientious, articulate, and excellent presentation and teaching skills
  • Strong organizational and administration skills
  • Additional language skills beneficial but not essential
  • Working knowledge of Microsoft D365 and/or Salesforce desirable but not essential
Personal Qualities
  • Ability to demonstrate a passion for customer service
  • Excellent telephone manner
  • Exceptional attention to detail, time management, and organizational skills
  • Excellent written and verbal communication skills
  • Ability to perform a wide variety of tasks and multitask efficiently
  • Professional demeanor
  • Ability to remain calm under pressure
  • Ability to handle complaints and difficult situations
EPIC Attributes
  • Empowerment: Set clear goals to ensure continuous improvement of support
  • Passion: Provide guidance and support to other team members and departments
  • Innovation: Outstanding problem-solving and interpersonal skills
  • Collaboration: Work closely with all departments within EMEA to ensure superior customer support

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimizing environmental impacts, and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.



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