Customer Service Advisor, Wiesbaden.

Bio-Techne is a leading supplier of life science products to the research industry. The company is growing rapidly both organically and through acquisitions. The European headquarters is based in Abingdon, UK, with a manufacturing facility in Bristol and subsidiaries in Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary, and the Czech Republic.

Position Summary

The Customer Services team at Bio-Techne plays a key role in delivering exceptional customer service to the company's key stakeholders. This includes handling initial contacts, processing orders, and providing aftersales support to ensure a seamless customer experience throughout the entire process.

This role requires highly motivated individuals who are passionate about customer service and engagement.

Essential Functions

1. Be the point of contact for incoming sales inquiries via telephone, email, and live chat.
2. Process sales orders received through various channels accurately and efficiently to minimize errors.
3. Raise customer quotations, proformas, and coordinate stock returns as needed.
4. Provide excellent customer support by collaborating with internal teams to address order queries and offer solutions.
5. Manage non-technical complaints professionally.
6. Oversee the backorder process, keeping customers informed of any changes.
7. Handle new account processes and related documentation.
8. Maintain and update the customer database regularly.
9. Ensure after-sales care and follow-up to deliver a positive customer experience from start to finish.
10. Acquire basic product knowledge.
11. Work collaboratively with sales teams to improve communication and efficiency.
12. Contribute to team goals and demonstrate self-motivation to deliver exceptional service at every customer interaction.
13. Support Bio-Techne's ethos of quality products and services.
14. Promote best practices and maximize productivity and utilization.

Qualifications

• General education exam passes in English and Maths (or equivalent).
• Experience in a customer-focused environment.
• Fluent in written and spoken English and German.
• Strong IT skills, including experience with ERP/CRM platforms.

Skills required / desired

• Commitment to total customer satisfaction.
• Conscientiousness, articulate communication, and presentation skills.
• Strong organizational and administrative abilities.
• Knowledge of Microsoft D365 and/or Salesforce is desirable but not essential.

Personal Qualities

• Passion for customer service.
• Excellent telephone manner.
• Attention to detail, time management, and organizational skills.
• Effective written and verbal communication skills.
• Ability to handle multiple tasks efficiently and remain calm under pressure.
• Ability to manage complaints and difficult situations.
• Comfortable working in a fast-paced environment.

EPIC Attributes: Empowerment and Passion. Set clear goals, work as part of a team, provide guidance, and contribute ideas to improve support and service quality. Demonstrate problem-solving and interpersonal skills. Be self-directed and creative, working closely across departments to ensure superior customer support and consistency.

Bio-Techne is committed to quality, customer satisfaction, environmental responsibility, and continuous improvement, which are core values embedded in its culture.