Customer Service Representative

  • Wolverhampton, UK
  • Full-time

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

37.5 Hours per week.  Working days Monday - Friday.  There are two shift patterns available 8am - 4pm and 10am - 6pm.

  • To act as the first point of contact for email or telephone communication from our customers in a professional manner.
  • To ensure customer enquiries are responded to at first point of contact where this is possible.
  • To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible, and to ensure this is followed up with the customer. This may include account managers, ASM’s, laboratory management, technical management or senior management as appropriate.
  •  Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
  • Update customer information in the customer service database during and after each call
  •  Provide accurate, valid and complete information by using the right methods and tools
  • To be the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management system
  • To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities
  • Delivering customer satisfaction by listening to and exceeding customer expectations
  • Provide a high level of internal and external customer care.
  • The post-holder may be required to work outside normal working hours to meet the requirements of customer. This will be with prior agreement of the Manager. 

Qualifications

  • Some previous experience in customer service is desirable
  • Experience in the food testing industry is desirable but not essential
  • Experience of Laboratory electronic management systems – Desirable but not essential
  • A passion to provide excellent customer service is essential
  • Enthusiasm, energy and a driven outlook
  • Proficient in Microsoft Office
  • Maths, English, Chemistry or Biology at GCSE grade C or above or equivalent

Additional Information

Your Data

As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Closing Date

Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.

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