Customer service manager (maternity cover)

Are you organised, detail‑focused and passionate about delivering excellent customer service? We’re looking for a proactive and capable Customer Service Manager to join our team in Avonmouth on a maternity cover basis.

Hello Bio is a fast-growing manufacturer and supplier of high quality research reagents, and biochemicals for pre-clinical life science research, to universities and pharmaceutical customers worldwide.

In this role, you will be responsible for delivering first class customer service by maintaining a busy email inbox, answering the phone, processing orders, replying to customer requests and accurately following operating procedures, guidelines and policies.

ROLE DESCRIPTION

Main purpose of job: To provide first class customer service by accurately processing orders, responding to customer requests and accurately following operating procedures, guidelines and policies. To play an active role in managing customer key accounts, and maintaining & building good communication and relationships with distributors and 3rd party suppliers

Hours: 37.5 hours per week, Mon-Fri, 9am-5pm

MAIN DUTIES

Customer Service

• Managing a busy customer service inbox, organising, processing and replying to customer requests and queries as required
• Proactively resolving customer queries and complaints, liaising with other departments
• Answering telephone enquiries and fielding as appropriate

Customer Relations

• Issuing and following up on customer quotations
• Forwarding communications and coordinating responses when necessary
• Communicate with customers re. overdue accounts when required

Order Processing

• Accurately and efficiently entering order data into order database
• Arranging, processing and shipping orders and stock shipments
• Import/export compliance and liaise with customs brokers when required
• Following standard operating, procedures, guidelines, GDPR and policies

Reporting

• To assist with the reporting and evaluation of customer service KPIs.

Distributor relations

• Liaise with Distributors

Tradeshow support

To organise equipment, travel, accommodation and conference exhibition space for the trade shows that Hello Bio attends. Liaising with couriers, obtaining quotes, packing materials and shipping to deadlines.

Office Administration

• Maintain stationery inventories etc.

Requirements

• Excellent communication skills (written and verbal)
• Strong organisational skills and attention to detail
• Competent IT skills (Microsoft Office and databases). Training in company specific software is provided.
• Excellent interpersonal, time management, organisational, decision making, problem solving, and communication skills