Commercial Support Co-ordinator

Eurofins QTA Inc.; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Commercial Support Specialist to enhance customer satisfaction and drive revenue. This role involves providing vital support to Account Managers, ensuring accurate data entry into systems, and facilitating effective communication with subcontractors. You'll have the opportunity to work in a dynamic environment, where your contributions will directly impact service quality and customer relations. With a focus on continuous improvement, this position offers a chance to grow professionally while being part of a supportive team that values your input and development.

Benefits

Life Assurance

Company Pension Plan

Learning and Professional study support

25 days Annual Leave

Employee Assistance Programme

Enhanced sick pay scheme

Refer a friend scheme

Discount vouchers

Employee Tech Scheme

Volunteering days

Qualifications

• Experience in handling and responding to customer queries.
• Knowledge of case file management and booking in procedures.

Responsibilities

• Provide day-to-day commercial support to Account Managers.
• Investigate customer invoice queries and report findings.

Skills

Microsoft Office

Customer Service

Case File Management

Tools

LIMs

Q-Pulse

Job description

Eurofins Scientific is a leading international group of laboratories with over EUR 6.95 billion annual sales and over 63,000 employees with a network of 950 laboratories in 60 countries.

Eurofins has a network of 16 sites in the UK and the Group provides an unparalleled range of over 200,000 reliable and validated analytical methods and support services to the pharmaceutical, food, environmental and consumer product industries, and to governments.

In the UK, Eurofins Forensic Services (EFS) and Cellmark Forensic Services (EFS) work as sister companies as a National Business Line offering a complete and comprehensive range of independent and innovative forensic testing solutions to police forces, legal and criminal justice organisations throughout the UK and Europe.

Job Description

The Role

The Commercial team operates across the National Business line and this role will provide support to the team in order to maximise customer satisfaction and thereby revenue. The focus will be site based with occasional requirements to attend customer and subcontractor meetings in support of Account Managers.

Key Responsibilities and Accountabilities

• Provide day-to-day commercial support to Account Managers
• Work with operational colleagues to provide responsive customer service in relation to day-to-day issues.
• Investigate customer invoice queries and report back to the Account Managers with their findings. This responsibility will also include organising follow up actions such as assigning training, Quality alerts and LIMs changes.
• Enter data into LIMs to ensure collation of accurate data from subcontractors.
• Ensure team wide amendments to documentation, such as Customer Protocols, are made in a prompt and accurate manner.
• Support quality investigations via input into the investigation to assist progress.
• Report and escalate all actual and potential quality incidents in an appropriate timescale to his or her line manager
• Review management information and service credit accuracy to ensure the Commercial team outputs are received by customers in an accurate and timely fashion.
• Support Account Managers and Business Unit Managers in reviewing performance data from subcontractors.
• Facilitate internal and external team meetings and produce and distribute the outputs of these.
• Produce and interpret ad hoc management data for customer queries and account maintenance and development.
• Record and track subcontractor invoicing to ensure values are in line with expectations and payments meet contractual obligations
• Ensure compliance with all policy and procedures within Eurofins and report any personal non-conformities and improvement suggestions to line manager – and where appropriate contribute to the problem resolution or process improvement

Qualifications

Knowledge, Experience and Technical Skills

Required knowledge, Experience and Technical Skills:

• Knowledge of all Microsoft Office applications
• Knowledge of case file management and booking in procedures
• Experience in handling and responding to customer queries

Preferred knowledge, Experience and Technical Skills:

• Experience in using LIMs and Q-Pulse
• An understanding of contract requirements
• Knowledge of customer submissions department structures.

Additional Information

Company Benefits

In return for your hard work and loyal service, we will offer you genuine career and salary progression through our Career Pathways programme, a competitive salary, and a selection of employee benefits via our flexible benefits menu which includes cycle to work scheme, give as you earn, volunteering days,purchase & sell holiday. In addition, we also offer the following:

• Life Assurance(3 times annual salary)
• Company Pension Plan
• Learning and Professional study support
• 25 days Annual Leave plus Bank Holidays, increasing to a maximum of 30 days
• Employee Length of Service Rewards and YearlyRecognition Schemes
• Celebrating work anniversaries here at EFS with lots to offer includingemployee core value badges
• Employee Tech Scheme
• Discount vouchers and Flexi reward points on our employee wellness hub
• Everyone who joins our team also gets access to Perk box, allowing you to save money all year round. Whether its supermarket savings or days out, the daily coffee or a summer holiday – there’s something to suit everyone’s lifestyle
• Employee Assistance Programme24/7
• Enhanced company sick, maternity and paternitypay scheme
• Refer a friend scheme
• Subscription to mental health support and wellbeing

Due to the highly sensitive nature of the work, applicants should note that security clearance is required for this role. To gain security clearance you must have five years continuous residency in the UK. Security clearance is undertaken by a third party to police personnel vetting standards (NPPV3 and SC), as such any criminal convictions (including criminal convictions held by: you, your partner, parents, siblings, children (over the age of 10) and anyone living with you (who doesn’t fit these relationships)) may prevent you from gaining security clearance. In addition, all successful applicants will be required to undertake drug and alcohol testing prior to commencing employment.

The organisation treats personal data collected during the recruitment process in accordance with its data protection policy. Information about how your data is used and the basis for processing your data is provided in the organisations applicant privacy notice.