Senior Customer Service Representative (German and/or French speaking)

BioLegenddevelops world-class,cutting-edgeantibodies and reagents for biomedical research, manufactured in ourstate-of-the-artfacility in San Diego, CA.  Our mission is to accelerate research and discovery by providing the highest quality products at an outstanding value, along with superior customer service and technical support. Our productexpertisecovers a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology. 

Job Summary

In Europe we have offices in North London (Kentish Town) and Amsterdam (Amsterdam Life Sciences District), delivering products to customers throughout Europe.  Our business is focused on delivering outstanding products, services, and overall value to ourcustomersso customer service is at the heart of what we do and is essential to our success.  Our business in Europe is growing year on year –so our team is too

Whatyou'lldo:

You'llbe someone with a real 'Can Do' attitude, with an ability to work comfortably with ambiguity.You’llthrive in a collaborative and close-knit team and be solutions-focused,always looking for ways to proactively improve workflows and enhance the experience for our people and our customers.

• Bring positive energy to your work, ourteamand your interactions with our customers. Through collaboration we encourage each other to aspire to deliver the best performance we can, and to continue to grow our skills and impact

• Help us be in an enjoyable place to work by being an enjoyable person to work with!

• RepresentBioLegendandbe responsible fordeliveringa highquality and legendary service to all customers, external and internal. What you do here is very visible and has a high impact

• Design and development of reports by working with the Customer Service Manager and other members to understand reporting needs and design reportsor automationsto meet such needs

• Maintaining the customer service knowledge base

• Identity and report on service improvements

• Coordinate replacements, tech support as per internal processes

• Support the team with processing customer orders accurately into our system (Microsoft Navision) when needed

• Communicate to customers about any changes to their order status and any potential issues affecting supply or delivery timing

• Effectively and independently handle customer escalations or complaints that exceed customer expectations

• Support inbox management, responding to customer queriesregardingtheir orders when needed

• Communicate with internal departments to resolve customer queries

• Record customer enquiries and complaints in CRM when handling calls and emails

• Answer inbound calls, ensuring accuracy, efficiency, and the highest standard of customer service

• Participate in automation initiatives aimed at increasing productivity and streamlining customer service workflows, including the use of digital tools and process optimization strategies

• Strong language skills in English,Frenchand/or German to a fluent level –you’llbe dealing with PhD students, procurement teams, both universities and commercial customers

Minimum Qualifications - Education and Experience 

• Happy to be a focus for process improvement and learning new software/systems as we develop our reporting environments and data strategy

• Strong verbal and written communication skills and motivational skills, ability to multitask and work independently

• Strong knowledge of business analysis processes and techniques.

• Excellent analytical, problemsolvingandorganisationalskills.

• Confident using MS OfficeandAdvanced Excel& Power Automateskills.

• Significant technical skills in reporting tools, dataanalyticsand data management tools for reporting purposes.

• Ability todesign flows to improve processes

• Capturing customer information correctly within our CRM system.

• Experience using an ERP and CRM 

• Polite, friendly, warm, and courteous phone demeanor – youmustlike talking to customers!

• Strong customer orientation with desire and willingness to help.

• Self-organised, you can keep track of your “to do” list and are used to manual systems

• Open and accepting of coaching and feedback – you like to reflect on your own performance and use our feedback to grow

• Able to provide a calm and quiet work-at-home environmentallowing you to be focused on your work

Preferred Qualifications - Education and Experience 

• Trilingual German/French/English is our ideal, both written and spoken

• Customer Service experience within a pharmaceutical or biotechnology company, or another complex and technical product.

• Experience with Salesforce CRM

Share our Values:

Innovate – Be better, keep improving, be more efficient, creative, and be in the forefront of development
Aspire – Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights
Collaborate – Foster teamwork, common goals, selflessness, communication and mutual support
Transform – Adapt, learn, re-invent and change for future development and growth

We are open to consideringpart-timeas well asfull-time. You'llbe based in our London or Amsterdam office(mixed with time working from home):  

London: 4B, Highgate Business Centre, 33 Greenwood Pl, Kentish Town, London NW5 1LB

Amsterdam: Pietersbergweg289, Amsterdam, 1105 BM