Job Overview
Axol Bioscience is a leading provider of human induced pluripotent stem cell (iPSC) technologies, specializing in the manufacture of high-performance iPSC-derived cells and the delivery of industry-leading laboratory services. With over a decade of expertise, Axol partners with global pharmaceutical companies, contract research organizations (CROs), biotechnology firms, start-ups, and academic institutions to advance the use of iPSC-based models in drug discovery and disease research.
We are seeking a customer centric, detail-oriented experienced customer services / sales support professional to take a central role within our commercial team.
You will be the first point of contact for our customers, providing exceptional support and setting high standards of customer centric and efficient responses. You will proactively liaise with colleagues within the commercial team and our scientific, logistics and manufacturing teams across sites to solve problems, improve processes and ensure the entire customer journey aligns with our culture and scientific expectations. You will be responsible for preparing and following up customer quotes, keeping the CRM updated and providing sales support. You will also contribute to other aspects of the commercial activities such as attending events, supporting marketing, optimizing processes, refining customer journey, managing data, and providing insights to help drive efficiency and growth.
This is a busy and dynamic role in a growing company and requires a people-centric individual with exceptional organizational skills.
Responsibilities
* First point of contact for sales and scientific support customer enquiries. You will manage the incoming enquiries via the CRM system and maintain high levels of customer services and rapid responses
* Ensure the customers' needs and questions are met by liaising with the scientific support team, logistics, project managers and account managers to ensure responses are delivered to even the most complex enquiry. You will be the internal champion of our customers' needs
* Generate accurate customer quotations, communicate to clients and store information correctly on CRM, follow up quotes and manage the sales pipelines
* Assist the commercial team with services contract management, and approvals to ensure smooth and timely processing
* Monitor sales channels including e-marketplaces and website sales. Contribute to distributor and sales channel partner management
* Liaise with our logistics teams to ensure smooth order processing, deal with ad hoc enquiries and ensure customers are kept updated throughout
* Maintain the accuracy and integrity of sales data in CRM and other sales systems, ensuring information is up-to-date and reliable for reporting and analysis
* Generate regular and ad-hoc reports on sales performance, pipeline activity, forecasts, and key metrics. Provide actionable insights to the sales team and leadership to drive decision-making
* Contribute to process improvement and documentation including writing work instructions (SOPs) and ensuring training and support colleagues across the company
* Work cross-functionally to streamline processes, improve customer experience and support the day-to-day needs of the sales team to enhance productivity
* Answer phone calls and triage them to the appropriate person within the organisation
* Work closely with colleagues across the organization to champion our customers, collaborators and team members and consistently demonstrate exceptional professional customer service approaches that align with the company culture: PERFORMANCE, ACCOUNTABILITY, TRANSPARENCY, ACT WITH INTEGRITY, DIVERSITY & INCLUSIVITY AND COLLABORATIVE CULTURE
Required knowledge, skills and abilities
* Experience: 3+ years of experience in customer-facing roles ideally in life sciences or a similar sector (B2B)
* Technical Skills: Proficiency in CRM software (Salesforce, HubSpot, or similar) and Microsoft Office Suite (especially Excel). Experience of working in an ISO 9001:2015 or similar environment would be an advantage
* Problem-Solving: Demonstrated ability to work as a team and support a positive team culture, identify operational inefficiencies, suggest improvements, and implement solutions
* Communication: Excellent verbal and written communication skills. Ability to communicate complex information in a clear, concise and friendly manner
* Detail-Oriented: Highly organized with exceptional attention to detail, particularly when communicating with customers
* Interpersonal skills: strong ability to collaborate effectively within a team and across departments, and support cross-functional process improvement. Must be agile in their approach and able to support change and growth
Job Type: Full-time
Pay: £29,000.00-£40,000.00 per year
Benefits:
* Bereavement leave
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Private dental insurance
* Referral programme
* Sick pay
* Work from home
Work Location: In person