The BBI Group aim to create a world where everyone has the opportunity for a better quality of life. We have served the global diagnostics industry for over 50 years and due to our continued growth, we are seeking a Customer Service Specialist - EMEA to join our team. This is a permanent, full-time position.
Role Overview:
The position of the Customer Services Specialist, requires the ability to listen, empathise and inspire confidence as you provide advice to our external customers and internal departments. You will support the triage function for all customer related queries such as but not limited to; orders, delivery queries, product queries, account status, technical product assistance and complaints.
This multi-skilled role will require you have substantial experience in Sage ERP (X3), Sales Order Processing, Customer enquiry handling, working with a varied product portfolio, regulatory import/export product management and dealing with a remote Sales Team.
You will be familiar to working with SLA’s (Service Level Agreements), enthusiastic and an excellent and confident communicator when dealing with existing and new customers. You must be able to work closely as part of a team in a busy, open plan office. You must be able to work well under pressure and multi-task with ease.
Role Requirements
Key responsibilities will include but are not limited to:
- Be the first contact point for our external and internal customers. Triage and direct customer queries to the relevant teams i.e. Sales Executives, Acct Managers, Technical Support
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Monitor the response of all enquires we meet the SLA in replying to all customer related queries within the agreed SLA’s
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Provide clear and accurate responses to customer queries (e.g., stock availability requests, quote requests, orders, product documentation, shipping status, bespoke reporting, IRS Form, audit confirmations, etc.)
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Facilitate the creation of new customer or requested amendments to customer
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Process new or amendment requests for customer orders using Sage ERP (X3)
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Process all sale orders and pro-forma invoices from BBI Solutions sites in accordance with procedure.
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All orders are to be issued with a receipt acknowledgment and processed with two working days of receipt
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Meet the company set minimum KPI order rate for each day
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Raise credit and stock returns
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Act as point of contact for import and export queries for EMEA based customers.
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Facilitate sample shipments for EMEA customers
If you are an internal employee applying for this vacancy you and your manager are required to complete an internal transfer form. This needs to be completed in full and attached to your application along with your CV and cover letter.
About The BBI Group
BBI Solutions has been serving the global diagnostics industry for over 50 years and is the world’s largest independent producer of immuno-diagnostics reagents. We develop and manufacture critical components for the diagnostic industry, but also apply our expertise by delivering solutions that bring critical components together in the development and manufacture of point of care and conventional tests. Furthermore, our Novarum Mobile Diagnostic Platform complements across the diagnostics workflow to interpret and share assay results. This makes BBI unique among IVD suppliers.
Our range of immuno-diagnostics reagents includes human antigens, antibodies, enzymes and serum & plasma products. With manufacturing sites spanning four continents, we produce world-renowned labels for lateral flow, ELISA assay and biosensors, including our high-quality gold nanoparticles and glucose oxidase. The acquisition of German-based DIARECT AG in June 2020 established BBI as the leading provider of antigens in the autoimmune and tick-borne IVD markets.
BBI Solutions is part of the BBI Group.
Benefits
Here at BBI, we are committed to promoting and protecting the physical and mental health and well-being of all our employees. They play a pivotal role in improving the quality of people’s lives and are focused on delivering exceptional products and technologies. With our employees focused on others, we’re focused on them. That’s why, at BBI, we’re dedicated to providing our employees with access to global resources and site-specific benefits that support their health and wellbeing.
- Competitive Salary with Yearly Salary Reviews
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5% Contributory Pension Scheme
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Life Assurance (4x Annual Salary)
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Private Health Care Scheme
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Global Employee Wellbeing Programme
- Reward and Recognition Programme
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Commitment to Career Development
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Generous Annual Leave Package
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Cycle to Work Scheme
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Refer A Friend Scheme
- Subsidised Canteen
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Free Onsite Parking/Electrical Charging Points
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State of the Art Facilities – Certified Centres of Excellence
We’re also focused on development, creating an environment that allows our employees to nurture their talent and empowers you to make a difference. This is achieved by providing our employees with access to learning opportunities to help achieve personal career goals.
Application Process
Once we’ve received your application, a member of our recruitment team will be in touch to arrange a call. On this call, we’ll be able to tell you a lot more about working here at The BBI Group, how ‘a day in the life’ of this position looks and discuss the next stages of the recruitment process.