Customer Services Specialist

Abbott Laboratories; Abingdon; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading provider of drug and alcohol testing solutions is seeking a Customer Service Specialist in Abingdon. The role involves order fulfillment and supporting customer service activities across the UK. The ideal candidate will have strong problem-solving skills and a positive approach to customer relations.

Benefits

Competitive salary

Benefits package

Growth opportunities

Qualifications

• Previous customer service experience in order fulfillment is preferred.
• Ability to multi-task and work well within a team.

Responsibilities

• Process customer and standing orders, prioritizing and coordinating shipments.
• Liaise with departments to ensure customer satisfaction and resolve queries.
• Assist Family Law team during absences and manage telephone enquiries.

Skills

Problem Solving

Customer Service

Organization

Education

Secondary Level Education

Job description

The Opportunity

Abbott Toxicology, a leading provider of drug and alcohol testing solutions, are partnering with local, national, and multinational organisations across many industries to build and deliver customised end-to-end solutions. Those solutions range from providing rapid point of care drug tests to a full-service offering consisting of industry-specific medical assessments, health surveillance, health & wellbeing services, random- and for cause drug testing on site and in our laboratories, and many more.

The role

We are currently looking for a Customer Service Specialist to be based at our Abingdon site covering primarily order fulfillment and family law, and also providing wider support to the customer services activities across the UK

As a Customer Services Specialist you will be working within a team of multi-talented staff providing an excellent service to our customers with the Right First Time attitude. The Order Fulfilment team is a fast paced team and you will need to be able to make quick decisions and have good problem solving skills.

Day to day, you will find yourself:

• Setting up and processing all customer and standing orders, informing relevant parties of expected delivery dates, prioritizing orders, and coordinating shipments.
• Coordinating daily dispatch of orders, liaising with the warehouse for successful delivery, and resolving queries from customers, distributors, and subsidiary companies, logging them in the company database.
• Liaising with other departments to ensure customer satisfaction, answering general incoming calls, assisting with Front of House (reception) cover during absences, and supporting training of new staff and cross-training current staff within the Order Fulfilment Team.
• Assisting the Family Law Quotes and Bookings team during absences, answering Family Law telephone enquiries, and monitoring Family Law inboxes, following up and actioning accordingly.
• Working closely with Regional Team Leaders and the Networks Team to communicate relevant information, generating reports for management’s monthly reporting, and achieving daily and weekly targets and KPIs.

What you bring

To be successful, you will have completed secondary level education as a minimum, and bring previous customer service experience, ideally gained in a bookings based/order fulfillment environment. You will be comfortable taking initiative, and able to multi task and work well within a team. You must have a positive and helpful approach and be able to prioritise and liaise with other departments within the company. This role requires someone who will have an open mind to process improvement and business change to ensure that are always at the for front of quality customer service. The successful individual will need good organisation skills, good telephone manner and a willingness to learn and to own the customer relationship from booking to results being received.

In return, we offer a competitive salary with surrounding benefits package, and growth opportunities within a global business.