Customer Service Representative - Europe (Fluent in French)

BioLegend (a division of Revvity, Inc.)  develops world-class, cutting-edge antibodies and reagents for biomedical research, manufactured in our state-of-the-art facility 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 product expertise covers a diverse set of research areas including Immunology, Neuroscience, Cancer, Stem cells, and Cell Biology. 

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 our customers, so customer service is at the heart of what we do and is essential to our success

We are open to considering part-time as well as full-time.  You'll be working from home with some time working in our London or Amsterdam office, whichever is closest:  

• London: 4B, Highgate Business Centre, 33 Greenwood Place, Kentish Town, London NW5 1LB
• Amsterdam: Pietersbergweg 289, Amsterdam, 1105 BM

Who you are:

You would be perfect for us if you speak, and write, English, French and German confidently (French is essential), have a real 'Can Do' attitude and an ability to work comfortably with ambiguity. You enjoy working as part of a collaborative and close-knit team. You are solutions focused, looking for ways to proactively improve ways of working that will improve the experience for our people and our customers. Flexible and adaptable, throughout the day you notice what needs doing and swap between different responsibilities from investigating customer queries, following up on emails, ensuring we keep on top of all current cases and also processing orders at times of peak demand.

What you'll do:

You will be playing a vital role in ensuring customers have excellent service as well as working with other teams to support with various activities ensuring customer satisfaction is met. The role entails a diverse range of responsibilities and requires exceptional communication skills alongside professionalism at all times.

Essential Functions

• Bring a positive energy to your work, our team and 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 an enjoyable place to work by being an enjoyable person to work with!
• Represent BioLegend and be responsible for delivering a high quality and legendary service to all customers, external and internal.  What you do here is very visible and has a high impact
• Ensure all customer orders are entered accurately into our system (Microsoft Navision) daily, effectively and within the Company’s timeframes/targets to maximize customer satisfaction and to support the Sales Team to drive sales growth 
• Take ownership of customer issues and follow through to solve problems while exercising sound judgement, focusing on achieving a resolution that exceeds customer expectations 
• Communicate promptly and proactively to customers any changes to their order status and any potential issues affecting supply or delivery timing
• Communicate with internal departments to resolve customer queries. 
• Answering inbound calls, ensuring accuracy, efficiency, and the highest standard of customer service and have strong language skills in English, French and or German language to a fluent level
• Record customers enquiries in CRM when handling calls 
• Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by
• focusing on maximizing service to customers
• Collaborate with Stakeholders: liaise with internal departments to resolve customer queries

Minimum Qualifications – Education and Experience

• Bilingual in English and French both written and spoken; able to communicate to customers in both languages You have a genuine passion for customer services, giving every customer the feeling that they and their order/query are important to the business, and to you personally.  You will likely have developed this over several years of customer service experience
• Experience using a computerized ERP system to process and investigate customer orders and queries

• Confident using MS Office (outlook, word and excel)
• Able to provide a (relatively) calm and quiet work-at-home environment. 

Preferred Qualifications – Education and Experience

• Trilingual in English, French and German both written and spoken; able to communicate to customers in all three languages
• Customer Service experience within a pharmaceutical or biotechnology company, or another complex and technical product environment
• Excellent interpersonal and active listening skills 
• Multitasking skills and good organizational abilities 
• Strong attention to detail 
• Clear communication skills 
• Confidence in asking questions and guiding conversations to resolve customer requests
• Experience with Salesforce CRM 

Work Environment & Physical Demands - Office

While performing the duties of this job, the employee regularly works mostly from home and from time to time in the office. Occasional exposure to a warehouse environment. During onboarding you will spend most of the first month on site for training.  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate a computer, tools or controls, and reach with hands and arms. The employee is frequently required to talk and hear.