Customer Service Officer

Do you enjoy building customer relationships by providing first line support. The Customer Service Team is the point of contact for communication between the laboratory and the customer. A central position for a customer-oriented person with an affinity for the laboratory world.

PURPOSE OF THE ROLE/DESCRIPTION:

The efficient management and resolution of customer queries and the provision of a high-quality service which is fundamental to the business philosophy of the Company. The Client Liaison Officer (CLO) will be responsible for managing all of the day-to-day administration of their designated client group. The CLO will build relationships with their customers and understand the dynamics of their businesses and structure of each respective client.

MAIN RESPONSIBILITIES:

• Manage inquiries for the designated client group.

• Escalating queries which are outside the technical abilities of the CLO, passing on the query to the appropriate member of staff and informing the client of progress.

• Manage customer complaints for the designated client group, ensure that all customer complaints are logged and investigated.

• Liaise with Commercial team with respect to customer quote creation.

• Oversee delivery and receipt of samples.

• Manage contract reviews to ensure the correct analysis is completed and sample information is correct.

• Organise collection and container delivery requests from clients, booking directly with designated courier companies.

• Liaise with the respective laboratory managers to ensure completion of work.

• Issue interim and final certificates following client’s requirements.

• Amending & updating client certificates where required

• Investigate new requests and discuss with the sales team where applicable.

• Assist with invoicing and invoice queries.

• Ensuring all phone calls are dealt with promptly.

• Ensuring all emails have been dealt with and responded to by the end of the day.

EXPERIENCE / SKILLS DESIRABLE:

• Previous experience of working in a laboratory environment.

• Experience of working with databases.

• Excellent customer service skills.

• Good working knowledge of Excel, Word and PowerPoint.

• Good organisation skills.

WHAT WE OFFER YOU

• SALARY: £25,288

• LOCATION: Lenham

• WORKING PATTERN: 9am to 5:30pm, Mon-Fri

• COMPANY BENEFITS: Company funded 1% benefit allowance, 2 wellbeing days, pension, enhanced parental leave, 28 days holiday, bank holidays.