Reports To: Customer Services Manager
Location: Abingdon, UK
Hours of Work: 37.5 hours per week
Position Summary
The reception position will be a front‑facing role acting as the main point of contact for customers, visitors and internal colleagues at the Abingdon site. The Customer Services team at Bio‑Techne plays 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.
Essential Functions
* Be the first point of contact for all guests at Bio‑Techne Abingdon; welcoming staff, guests and customers.
* Managing the reception phone line, directing enquiries to the relevant departments/individuals.
* Providing support for the teams on site and other sites, including meeting room, taxi, flight and appointment bookings.
* Manage post and deliveries with the relevant couriers.
* Processing sales orders received by email, telephone, postal orders, and e‑commerce accurately and efficiently to minimise errors.
* Providing 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/from any order queries or offering solutions to the queries.
* Involvement with backorder process to ensure customers are kept informed of any date changes.
* 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 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 and/or reception role.
* Fluent written and spoken English is essential.
* Possess excellent IT skills.
Skills Required / Desired
* A commitment to total customer satisfaction.
* Conscientious, articulate, and possesses excellent presentation and teaching skills.
* Strong organisational and administration skills.
* Additional language skill desirable but not essential.
* Understanding of health and safety protocols.
* Willingness to be First Aid and Fire Marshal trained.
Personal Qualities
* A friendly and approachable professional demeanour.
* Ability to demonstrate a passion for customer service.
* Excellent telephone manner.
* Exceptional attention to detail, time management, and organisational skills.
* Excellent written and verbal communication skills.
* Ability to perform a wide variety of tasks and multi‑task efficiently.
* Ability to remain calm under pressure.
* Ability to handle complaints and difficult situations.
* Ability to work in a fast‑paced environment.
Benefits
We offer competitive wages along with extensive benefits for employees and their families. We invest in employees’ financial futures through retirement programmes and an employee stock purchase plan. We help employees develop their careers through mentorship, promotional opportunities, training and development, internship programmes, and more. We offer an international and diverse working environment, enriched by employee resource groups; volunteer and charity events; and employee events that 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.
Equal Opportunity Employer
Bio-Techne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.
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