Customer Service Advisor - Hemel Hempstead, United Kingdom - i2 Analytical UK Ltd

i2 Analytical UK Ltd
i2 Analytical UK Ltd
Verified Company
Hemel Hempstead, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Normal Hours: 37.5 Monday to Friday between 8am and 6pm on a flexible basis, out of hours working may be required including travelling.


Job Purpose:

The main job function will be to work as part of a customer service team and deliver an excellent customer experience to all clients across all aspects of the process from client on-boarding, quoting, reporting, invoicing and managing all incoming customer communications in a swift and professional manner.


Role accountabilities and main duties:

  • Support the Key Account Managers and the Sales and BD Teams with the on boarding of new clients and continued delivery of the customer service experience.
  • Input and manage customer information into LIMS
  • Working closely with sample reception teams to ensure timely scheduling of work in line with client requirements
  • Provide first point contact resolution to client queries where possible, or appropriately manage internal resources to resolve problems
  • Generation of fit for purpose quotations for customers up to approved authority level
  • Coordinate logístical queries where necessary
  • Manage subcontract laboratory services when needed
  • Liaise appropriately with the analytical teams to successfully deliver customer projects
  • Generation of outgoing customer receipts and reports
  • Assign costs and generate invoice information
  • Accurate reporting of client information within the team as required
  • Work with KAM and CSM as part of a continual improvement process
  • Build and maintain professional relationships with clients and internal stakeholders
These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.


Person specification:

  • Strong prioritisation and organisational skills.
  • Impeccable written and verbal communication ability.
  • Excellent telephone manner and customer services skills.
  • Excellent interpersonal skills and communication
  • Able to bring a collaborative one team mindset
  • Experience in a customer facing role.
  • Positive attitude towards change.
  • Close attention to detail.
  • Adaptable and flexible in their approach to work.
  • Good IT skills (Microsoft based products; Office 365, Excel and Word).
  • Accurate data entry skills and highly numerate.
Adaptability to use various in-house systems and processes.
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