Sales Support Administrator – Customer Service

ABOUT LGC STANDARDS:

LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science in order to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

Scope of Position

Scope of Position The role incumbent is provides sales support and administrative assistance to the Customer Service personnel covering all business sectors, including new account applications and completion of website registration enquiries. It includes to provide back up support to customer inquiries received into the CRM. This includes Webchat and special projects that arise due to shifting customer demands received in the office. The required outcome is a data integrity of new customer data and business continuity of the highest level service experience during shifting resource demands. Adhoc administrative tasks attended to that fall outside the remit of order entry and quotation fulfilment.

Key Responsibilities and Accountabilities

• To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high-quality image and standards provided by LGC. Communicating courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are escalated to the appropriate team.
• To manage the distribution of calls to the appropriate team members.
• To be responsible for the daily management of CRM Cases Queue ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
• To release all internal orders ensuring that the orders are correctly entered and if needed include compliance for any shipping needs.
• To complete Webshop new customer registrations ensuring they are entered into ERP system and LGC protocols for data entry are followed for new account set up.

Education: Associate Degree or higher - Life Science/Chemistry field desired or

Experience: 2 - 3 years of customer service experience or 3 - 5 years of call center experience

Required Skills:

• Experience working in a sales support environment with order entry exposure.
• Can-do attitude and willingness to go that extra mile. Positive, enthusiastic, and high energy.
• Excellent telephone manners and communication (written and verbal skills) are Essential.
• Customer-focused, detail-oriented for accuracy, and an effective problem solver.
• Robust computing and keyboard skills (> 40 wpm). Excel basic and Word required.
• Team Player, supportive of colleagues.
• Experience in using ERP systems such as SAP, ORACLE, SAGE, etc.
• Experience in using CRM systems such as ZenDesk, Zoho, and Hubspot.

Desired Skills:

• An interest in Chemistry or Science would be a distinct advantage.
• Experience in the Life Science industry or related field.
• Experience with IFS or Salesforce.
• Call center experience.

Role Dimensions

This candidate is dependable, committed, reliable, and responsive, with a high work ethic. They feel accuracy in their daily work outcomes is paramount and learn quickly from their mistakes. They can effectively work in a high-pressure environment and maintain a positive, enthusiastic, and high-energy attitude. On-time and attendance are important to them. They are motivated to seek, through their performance, customer satisfaction for our internal and external customers.

ABOUT LGC:

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range.

OUR VALUES

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

EQUAL OPPORTUNITIES

LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.

For more information about LGC, please visit our website www.lgcgroup.com

#scienceforasaferworld