Customer Service Representative EMEA

BBI Solutions - Maine (Formerly Maine Biotechnology Services); Newport; On-site; GBP 25,000 - 35,000; Full time

Job summary

BBI Solutions is seeking a Customer Service Representative to provide exceptional support within the internal service team. This full-time position involves sales order processing and ensuring customer satisfaction through effective query resolution. Join a leading company contributing to the global diagnostics industry, and enjoy benefits including a competitive salary, career development opportunities, and a supportive work environment.

Benefits

Competitive Salary with Yearly Salary Reviews

5% Contributory Pension Scheme

Life Assurance (4x Annual Salary)

Private Health Care Scheme

Global Employee Wellbeing Programme

Generous Annual Leave Package

Cycle to Work Scheme

Free Onsite Parking/Electrical Charging Points

Qualifications

• Experience with Salesforce CRM and customer service.
• Strong problem-solving and communication skills.
• Ability to handle multiple customer queries effectively.

Responsibilities

• Process customer orders and handle queries using Salesforce.
• Ensure customer satisfaction and meet SLA requirements.
• Build lasting relationships with customers and internal teams.

Skills

Communication

Customer Service

Sales Order Processing

Education

High School Diploma

Tools

Salesforce

Sage ERP

Job description

Vacancy NameCustomer Service Representative EMEA Vacancy NoVN732 BasisPermanent Duration Work LocationCrumlin Job Details

BBI Solutions 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 Representative to join our team. This is a permanent, full-time position based at our site in Crumlin.

Role Overview

The position of Customer Services Representative is an integral part of the internal service team supporting the Global Service Delivery Manager. The role involves working with a varied product portfolio and efficiently communicating with internal departments to find query resolutions for customers, therefore potentially working with regulatory, import/export, product management, and the sales team.

This multi-skilled role will be responsible for all aspects of sales order processing, supporting 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.

Responsible for ensuring the customer journey is a smooth process and one that a customer will want to repeat. This can be achieved by building sustainable relationships with our customers both externally and internally and ensuring compliance in both ERP/ CRM systems.

A key function of this role will be ensuring SLA’s (Service Level Agreements) are met to ensure customer satisfaction.

Role Requirements

Key responsibilities will include but are not limited to:

Salesforce CRM

• Ensure the utilisation of Salesforce, ‘Service cloud’ as the main communications tool to triage and record customer information. Ensure all SFDC SLA’s are met.
  
  

Supporting Global Service Delivery Manager

• You will be integral in ensuring the Internal Service Team deliver a new customer services offering at BBI.
  
  

Customer Account Triage

• Working with the customer and the credit controller to ensure that their customer accounts remain in good working order.
  
  

Customer Services

• Attend weekly production meetings and communicate any changes to the customer and the account managers
• 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
• Monitor the response of all enquires we meet the SLA in replying to all customer related queries within the agreed SLA’s
• Provide clear and accurate responses to customer queries (e.g., stock availability requests, quote requests, orders, product documentation, shipping status.)
• Facilitate the creation of new customer or requested amendments to customer
• Support the creation of new customer accounts.
• Provide first tier technical information on all products by forwarding the calls to our technical support person or the sales team
  
  

Sales Order Processing

• Process new and amendment requests for customer orders using Sage ERP
• Process all sale orders and pro-forma invoices from BBI Solutions sites in accordance with procedure
• All orders are to be issued with a receipt acknowledgment and processed with two working days of receipt
• Meet the company set minimum KPI order rate for each day
• Raise credit and stock returns
  
  

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 BBI Solutions

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.

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
• 5% Contributory Pension Scheme
• Life Assurance (4x Annual Salary)
• Private Health Care Scheme
• Global Employee Wellbeing Programme
• Reward and Recognition Programme
• Commitment to Career Development
• Generous Annual Leave Package
• Cycle to Work Scheme
• Refer A Friend Scheme
• Subsidised Canteen
• Free Onsite Parking/Electrical Charging Points
• 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.

Equal Opportunities

BBI Solutions are an equal opportunity employer and believe in fair treatment for all candidates. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.

We ask that all applicants complete an equal opportunity monitoring form on a voluntary basis, with all submissions remaining anonymous. The information on the form will be used for monitoring purposes only and will not be used in any decision affecting you.

Our Recruitment Process

If this role sounds like it’s for you, click ‘apply’ today. 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 BBI Solutions, how ‘a day in the life’ of this position looks and discuss the next stages of the recruitment process.

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.

To receive priority consideration as an internal applicant, please ensure that you apply within the initial two-week period

Stay in Touch

To stay up to date with BBI Solution’s global activities, take a look at our Facebook, Twitter and LinkedIn pages. Click follow to receive the most up to date job and event information.

Please note that we reserve the right to close this advertisement at any time upon securing a suitable candidate.