Customer Service Specialist

Employer
Abcam
Location
Shanghai
Salary
Competitive
Closing date
16 Oct 2020

View more

Discipline
Finance / Administration, Customer Services
Hours
Full Time
Contract Type
Permanent
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About the role

Helping our customers achieve their mission faster is what we are all about. We have our customers in mind in everything we do. We aim to provide a world class experience for our customers through the channel of the customer's choice, whether it's using our website, email or talking to our talented Customer Service Specialists.

As a Customer Service Specialist, you should love to help people and solve problems. You need to be able to prioritise, multitask, think logically and communicate well. Attention to detail is very important as we really want to get it right for our customers the first time. Previous service centre experience isn't necessary but ideally you have customer service experience and understand the importance of giving every customer an excellent experience.

You will need to be comfortable in an environment where change is a constant, at Abcam we are always striving to improve everything we do.

Roles & Responsibilities
  • Handle customer enquiries by email s and telephone s
  • Ensure do the best to offer excellent service to our customers
  • Ensure KPI are achieved
  • Focus on tNPS and always work out improvements to provide better service
  • Fully understand and manage the whole ordering process of distributor ordering model and KA /end users ordering model
  • Externally monitor and coordinate with KA/ end users and distributors on their quotation issuing, order process, payments and shipments in terms of compliance, accuracy and on time.
  • Internally communicate with finance and logistic team on operation side to meet the needs of KA and arrange the shipments
  • Coordinate with AbGenius team and sales team to support related service
  • Create new KA in sales cloud, manage the hierarchy and associate to the orders in order to reflect on Tableau correctly
  • Support LVO on cost calculation and lead time inquiry with supply chain LVO/bespoke team and communicate internally
  • Handle distributors and end users' requests of investigate authenticity of products
  • Cooperate with Mkt team to launch regional promotion and apply discount to orders
  • Proactively contact customers with information about their order
  • Support other team members when needed
  • Recommend promotions and product alternatives to customers when appropriate
  • Look for ways that you can continually improve how you do your job
  • C omplete the tasks manager assigned to you on time
  • Monitor and trace the shipments to the customers until be received and cooperate with logistic team to handle any unusual shipments
  • Be supportive on China Project in terms of CS part and take part in training related activities.

About you
  • Passionate about providing excellent customer service
  • Basic level of customer service experience
  • Good level of computer literacy, prior knowledge of CRM systems is a bonus
  • Customer focused approach, with customer satisfaction being a core driver
  • Problem analysis and problem-solving skills
  • Ability to prioritize
  • Good level of spoken and written English
  • Well-developed communication skills (both written and verbal including numeracy) and listening skills
  • Excellent objection handling skills

Ever since 1998, when our founder, Jonathan Milner, started selling hard to find antibodies direct to life scientists from the back of his bike, Abcam has aimed to help scientific researchers make breakthroughs faster. We now have offices and labs in the UK, the US, China and Japan, and as we continue to grow, we remain ambitious, driven by our customers’ success and their research needs.

It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company and best-loved brand in life sciences.

Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we can offer an attractive flexible benefits package which includes share options, a culture focused on well-being and opportunities for growth and development.

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  • United Kingdom
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