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The BBI Group
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Newport, Gwent
Customer Service Specialist
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Job Type: Full-time |
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Overview
The Company BBI Solutions has served the global diagnostics industry for over 50 years, as a leading developer and manufacturer of raw materials and finished test platforms for the in-vitro diagnostics market. Product ranges include antigens, antibodies, enzymes, serums and plasma’s as well as renowned labels for lateral flow and ELISA assays. Our mission is to deliver exceptional products and technologies that people rely on to enjoy a better quality of life. Through innovation, partnership, effective delivery and the collaboration of our people, we constantly strive to help set industry standards, engender trust and build our reputation for excellence. We currently have an exciting opportunity for a Customer Service Specialist to join us on a permanent basis at our Crumlin site. Benefits The salary offered for this role is competitive and makes up part of BBI’s attractive benefits package, which includes: 5% contributory pension scheme Life Assurance Private health care scheme Generous annual leave package totalling 32 days (inclusive of bank holidays) Cycle to work scheme The Role As a Customer Service Specialist, you will be an integral part of supporting the UK based, Global Head of Customer Service. The position of the Customer Services Specialist, requires the ability to listen, empathise and inspire confidence as you provide advice to our external customers and internal departments. You will support the triage function for all customer related queries such as but not limited to; orders, delivery queries, product queries, account status, technical product assistance and complaints. Key responsibilities will include but not be limited to; Ensure that all team members are meeting the SLA’s. Utilising within Salesforce, 'Service cloud’ as the main communications tool to triage and record customer information. Be the first point of contact for our internal and external customers. Triage and direct customer queries to the relevant teams i.e. sales executives, account managers, technical support. Monitor the response of all enquiries meet the SLA in replying to all customer related queries. Inspect all customer orders for 100% accuracy before they are passed for sales order processing. Any issues raised upon inspection are to be addressed and corrected Ensure that all customer orders are acknowledged within the company SLA and that a delivery date is communicated to the customer. Communicate and changes to these dates to the customer and the account manage Be the first contact point for our external and internal customers. Triage and direct customer queries to the relevant teams i.e. Sales Executives, Acct Managers, Technical Support Monitor the response of all enquires we meet the SLA in replying to all customer related queries within the agreed SLA’s Provide clear and accurate responses to customer queries (e.g., stock availability requests, quote requests, orders, product documentation, shipping status.) Facilitate the creation of new customer or requested amendments to customer Support the creation of new customer accounts. Provide first tier technical information on all products by forwarding the calls to our technical support person or the sales team Process all sale orders and pro-forma invoices from BBI Solutions sites in accordance with procedure All orders are to be issued with a receipt acknowledgment and processed with two working days of receipt Meet the company set minimum KPI order rate for each day Raise credit and stock returns Requirements This role will be best suited to an ambitious individual who has experience in a similar customer/operational services role. BBI is a fast-paced organisation so you will need to demonstrate that you are process and compliance driven, ideally with demonstratable experience of working in a KPI driven environment. Knowledge of ERP systems and the relevant ISO standards (9001/13485) would also be advantageous. If you are an internal employee applying for this vacancy you and your manager are required to complete an internal transfer form. This needs to be completed in full and attached to your application along with your CV and cover letter.