Customer Service Representative

Vacancy NameCustomer Service Representative Vacancy NoVN756 BasisPermanent Duration Work LocationHome Office (US) Job Details

BBI exists to help our customers create advances that improve health and save lives. We are seeking a Customer Service Representative to join our team. This is a permanent, full-time position based in the USA. Join our team: advancing health, together.

The Role

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.

Salesforce CRM

In this role your responsibilities will include:

• 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
  
  

Compliance - Complaint & Non-Conformance Handling

• Receipt of Customer Complaints following the company procedure, acting as their case handler through the process.
• Facilitate the processing of complaints and non-conformance for the Sales team and customer services team. Provide weekly updates on KPI’s relating to the status of complaints to the Global Head of Customer Services
• Work with the multiple Quality Teams to facilitate the completion of Supply Quality Questionnaires BBI customers Provide Datasheets and CofAs to customers when requested
  
  

Sales Account Managers

• Be the first point of contact for our account managers. Triage and direct enquires to the relevant teams.
  
  

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.

As part of career development and succession planning internal applicants will receive priority consideration, please ensure that you apply within the initial two-week period to support this.

Why Choose BBI

We are committed to promoting and protecting the physical, financial, and emotional well-being of all our employees. 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
• Medical & Dental Insurance Cover
• Life & Short-Term Disability Insurance
• Vision & Long-Term Disability Insurance
• 401k Retirement Savings Plan
• Private Health Care Scheme
• Global Employee Wellbeing Programme
• Reward and Recognition Programme
• Commitment to Career Development
• Generous Annual Leave Package
• Refer A Friend Scheme
• 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.

About BBI

For more than 70 years, we’ve been perfecting reagents, both native and recombinant, to help IVD and life-science teams turn breakthrough ideas into reliable, life-saving advances.

Great products are only the start. From troubleshooting tricky performance issues and customising reagents to meeting new regulatory standards, our scientists work to clear obstacles and accelerate progress. That’s why we continue to invest millions in new recombinant capabilities that help create diagnostics that improve health and save lives - in a more ethical and sustainable way than ever before.

Equal Opportunities

BBI 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.

Stay in Touch

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