Customer Service Specialist

The Customer Service Specialist will serve as a primary point of contact for both external and internal customers, ensuring a high level of service and support

The position plays a critical role in ensuring a seamless experience for both external and internal customers. This position is responsible for processing and managing orders for consumables and hardware in alignment with established order booking and entry procedures.

What You'll Be Doing

• Accurately review, enter, and book customer orders in accordance with company policies and clean order entry standards. Proactively follow up with customers to resolve discrepancies, escalating issues when necessary.

• Monitor and manage order hold reports; take timely action to address held, open, and delayed orders, with an understanding of the impact on revenue recognition.

• Route non-compliant orders to the Customer Care Compliance Team and collaborate with internal stakeholders to ensure alignment with compliance requirements.

• Respond professionally to customer inquiries via phone and email, ensuring issues are addressed promptly and thoroughly. Strive for first-contact resolution to minimize the need for follow-up.

• Provide accurate information regarding order status, product availability, pricing, return authorizations, company policies, and documentation requests.

• Investigate and assist in resolving issues related to production scheduling, shipping, and invoicing by engaging appropriate departments as needed.

• Coordinate with logistics and warehouse teams to facilitate shipments and prepare documentation for goods collection.

• Identify and recommend opportunities to improve processes and enhance the overall customer experience.

• Actively pursue information and support from internal resources to resolve customer issues efficiently.

• Maintain strict adherence to departmental Standard Operating Procedures (SOPs), order entry guidelines, and Sarbanes-Oxley (SOX) compliance requirements.

• Perform other duties as assigned to support the customer experience and departmental objectives.

​Qualifications

• Experience preferably in a fast-paced, manufacturing or life sciences Customer Care or Customer experience environment.
• Professional demeanor; excellent communication 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
• Experienced ERP (Oracle preferred), Microsoft Office proficiency.
• Excellent time management and organizational skills with the ability to effectively prioritise
• European language(s) desirable