Job Information
Bio-Techne Customer Service Team Leader, Wiesbaden in Wisebaden, Germany
By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
Position Summary
The Customer Services team at Bio-Techne play a key role in delivering exceptional customer service
to the business key stakeholders, from initial point of contact and placing of orders, through to the
aftersales service, ensuring the customer experience is exceptional throughout the entire process.
This team role requires individuals who are highly motivated, are passionate about customer service,
and encourage engagement with the customer.
Essential Functions
The team
Be the point of contact for incoming sales enquiries by telephone, e-mail and “live-chat”
Processing of sales orders received by email, telephone order, postal orders, and e-commerce in
an accurate and efficient manner to ensure minimal errors occur.
Raising customer quotations, proformas and coordinate stock returns where required
Providing an excellent Customer Service support by working closely with other internal
departments – Sales, Accounts, Despatch, Technical Service, Marketing, etc.
Effectively provide the customer with answers for/of any order queries or offering solutions to the
queries.
Manage non-technical complaints that are received.
Manage backorder process to ensure customers are kept informed of any date changes.
Manage new account process and documentation required.
Ensure customer database is regularly updated and all information logged.
Ensure the after sales care and order follow up is carried out to deliver a great customer
experience from start to finish of an order.
Gain a basic level of key product knowledge.
Work with internal sales teams to maximize communication and improve efficiencies within
teams to ensure high levels of customer service.
Work as part of a team to achieve the overall goals but have the motivation to be self-driven to
deliver exceptional customer service at every point of customer and interdepartmental contact.
Support Bio-Techne ethos of a great global offering of a quality portfolio of products and
services.
Drive best practice and ensure maximum productivity & utilisation
Minimum Requirements/Qualifications:
General Education exam passes (or equivalent) in English, and Maths
Experience of working in a customer focused environment.
Fluent written and spoken English and German is essential.
Possess excellent IT skills, including experience of working with ERP/CRM platforms.
Skills required/desired:
A commitment to total customer satisfaction.
Conscientious, articulate, and possesses excellent presentation and teaching skills.
A commitment to total customer satisfaction.
Strong organisational and administration skills.
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 multi-task efficiently.
Professional demeanour.
Ability to remain calm under pressure.
Ability to handle complaints and difficult situations.
Ability to work in a fast-paced environment.
EPIC Attributes:
Empowerment
Set clear goals to help ensure continuous improvement of support.
Enjoy working as part of a team to deliver results, learn and share knowledge.
Passion
Provide guidance and support to other team members and departments.
Excellent attention to detail, time management and process management.
Innovation
Outstanding problem solving and interpersonal skills.
Self-directed and creative.
Contribute to the success of the team and by challenging and offer suggestions/ideas and
feedback.
Collaboration
Work closely with all departments within EMEA to ensure superior customer support.
Work closely with peers to ensure consistency of service across all areas
Why Join Bio-Techne:
We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
We invest in our employees’ financial futures through 401k matching and an employee stock purchase plan.
We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Bio-Techne is an E-Verify Employer in the United States.
Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services.
Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.