Customer Service Specialist

Azenta LTD; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading life sciences provider in the UK is seeking an experienced Customer Service Representative. The role involves managing customer inquiries, processing orders, and collaborating with various departments to ensure customer satisfaction. Candidates should possess excellent communication skills, attention to detail, and experience in a fast-paced manufacturing environment. Proficiency in Oracle or similar ERP systems is preferred.

Qualifications

• Proven business experience in a manufacturing or life sciences customer service environment.
• Experience in order entry and customer order management.
• Ability to work independently in a high volume environment.

Responsibilities

• Manage customer inquiries regarding order status and stock availability.
• Generate and monitor open order reports for held and late orders.
• Establish solid interdepartmental relationships and understand inquiry to order processes.

Skills

Customer first attitude

Attention to detail

Problem solving skills

Teamwork

Time management

Communication skills

Tools

Oracle

Salesforce

Microsoft Office

Job description

The position will see you responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and assists in resolution where possible. All work is done in compliance with department Standard Operating Procedures, order entry procedures and Sarbanes‑Oxley. Ideal applicants, will come with experience of working within a complexed manufacturing environment within customer service and hold previous experience with Oracle, or similar ERP. Candidate should enjoy working in a fast‑paced, collaborative environment and exhibit a commitment to delivering customer satisfaction and success. Daily activities include:

• Reviewing, entering and managing customer orders for consumables, hardware and project orders according to clean order booking and order entry procedures, handling customer calls and emails, routing appropriately.
• Generating and monitoring open order reports for held, open orders and late orders.
• Responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and assists in resolution where possible.
• All work is done in compliance with department Standard Operating Procedures, order entry procedures and Sarbanes‑Oxley.
• Proactive management of customers with orders on hold, staged release dates and blanket POs.
• Establish solid interdepartmental relationships; understand ITO (inquiry to order) & OTR (order to remittance) scope beyond their role.
• Reviews, enters and books orders according to order entry policies and procedures; proactively follows‑up with customers to resolve order entry issues and escalates when necessary. Monitor order hold reports and take action based on need; understand importance of revenue recognition in relation to order booking/entry
  Proven business experience; preferably in a fast‑paced, manufacturing or life sciences Customer Service environment.
• Professional demeanor; excellent phone skills, strong attention to detail, team player.
• Customer‑first attitude a must; understands that the customer is the driving force behind all activity.
• Ability to work in a high volume environment with minimal supervision is required.
• Experienced ERP (Oracle preferred) and Salesforce experience desirable.
• Microsoft Office proficiency.
• Excellent time management and organizational skills with the ability to effectively prioritize. Requirements include strong teamwork and problem solving skills
  At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.
• All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity, Azenta Life Sciences is the leading worldwide provider of robotic compound management and biological sample storage systems. Our customer service team are seeking an experienced Customer Service Representative.