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

BioLegend 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.  Our business in Europe is growing year on year –so our team is too!  In Europe we have offices in North London (Kentish Town) and Amsterdam (Amsterdam Life Sciences District), delivering products to customers throughout Europe.

We are looking to welcome new German and/or French speaking Senior Customer Service Representative with 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 to ensure 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 always requires exceptional communication skills alongside professionalism.

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.
• Support the team with processing customer orders 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.
• Communicate promptly and proactively to customers any changes to their order status and any potential issues affecting supply or delivery timing.
• Provide prompt and skilled responses to enquiries and complaints from customers, mainly in response to customer emails, also through internal escalation processes.
• Collaborate with Stakeholders: liaise with internal departments to resolve customer queries.
• Manage the Credit Memo folder, ensuring that credit memos are processed in a timely manner and conduct thorough investigation, coordinating replacements if needed to ensure compliance and full resolution to the end customer.
• Other data maintenance responsibilities such as account updating/account creation/account and customer record maintenance.
• Act as Team Leader when requested (e.g. absence cover) ensuring customer commitments are met and that tasks are carried out across the team.
• Enter internal purchase orders for stock shipments between North America and UK/EU sites, working with colleagues to ensure these are created daily and any queries are reviewed and responded to daily.
• Contribute to ad hoc projects.
  

Minimum Qualifications – Education and Experience

• 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.
• Able to focus and work through detailed steps when checking or processing orders, experienced mixing automated tasks with manual checks and activities.
• Confident using MS Office (outlook, word). Intermediate to advanced Excel skills for data analytics and/or other data management tools for reporting purposes.
• Self-organized, 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 (relatively) calm and quiet work-at-home environment and able to motivate yourself to work from home.
• Bilingual in English and French or English and German (if not trilingual), both written and spoken; able to communicate to customers in both languages.
  

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 environment.
• Strong verbal and written communication skills and motivational skills, ability to multitask and work independently.
• Excellent planning and organizational skills, good at self-motivation and focus.
• Confidence in asking questions and guiding conversations to resolve customer requests.
• Experience with Salesforce CRM.
• Have an independent mind set to come up with fresh ideas, whilst understanding the need in a regulated environment to comply with SOPs so practices and procedures need to be changed in tandem.
  

Who are we

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.

You'll be working from home with some time working in our London or Amsterdam office, whichever is closest. During onboarding you will spend most of the first month on site for training.

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