Customer Service Specialist Lead
4 weken geleden
Job Title: Customer Service Specialist Lead
We are seeking an experienced individual to join our team as a Customer Service Specialist Lead at Element Biosciences.
About the Job:
The Customer Service Specialist Lead will play a pivotal role in supporting our growing European and international Sales and Customer Support team. The successful candidate will be responsible for ensuring that all customer orders are processed accurately and efficiently, while also providing exceptional customer service and support.
Responsibilities:
- Supports quote and contract review to ensure all order details are accurate
- Tracks activities within existing CRM systems to track call activity and enhance communication
- Aligns with Commercial and Operations team to ensure orders will be processed per customer's specification
- Supports gathering information from Commercial to ensure the order is completed for all parts to be processed the first time
- May be required to download and upload customer data to and from customer portals
- Follows up on customer orders working with Operations to meet plant lead times
- Prepares and provides data for customer order reports as requested
- Constant communication with Operations to align on order commitments
- Generates fulfillment orders to the European based warehouse and addresses delivery-related questions as needed to ensure timely shipments
- Works with Customer Support and Operations to provide expedites when needed
- E nsures orders are billed accurately for any expedites or change requests
- E nsures orders are completed to move to invoicing
- Prepares documents/trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges
- Supports the completion of forms for new accounts, credit applications, and other applicable approvals
- Providing ongoing support for customers post implementation
Requirements:
To be successful in this role, you will need:
- Bachelor's degree in Life Sciences is preferred plus a minimum of 4+ years of related customer service/support experience
- Experience working in a startup environment is preferred
- Knowledge and/or experience with CRM and ERP systems preferred
- Knowledge and/or experience in logistics is preferred
- Ability to be adaptable and learn a new process quickly and be a subject matter expert in the process
- Excels at building rapport and working cross-functionally, multi-tasking, organization and time management
- Strong problem solving, organizational, relationship building and time management skills
- Demonstrated ability to be proactive and take initiative in business situation
- Strong attention to detail and follow-up skills/multi-task
- Experienced in Microsoft Office applications (Excel, Word, Access, Power Point, Outlook)
- Ability to run reports and identify trends
Location:
This role can be performed remotely, with a strong preference for candidates located in The Netherlands. Travel up to 10% or as needed may be required.
Salary:
The estimated salary for this position is approximately €55,000 - €65,000 per year, depending on experience.
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