Customer Services 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 58,000 staff across a network of more than 1000 independent companies in over 54 countries and operating more than 900 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 2021, Eurofins generated total revenues of EUR € 6.7 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

Please note this is a full time role working hours are Monday - Friday 10:00-18:00.

As a Customer Service Representative, you will be the first point of contact for any customer communication coming into Eurofins. Our Customer Service Team ensure the customers get a timely response or are directed to the appropriate business area quickly and efficiently.

Duties include:

  • 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 initial responses to all customer enquiries are made within the agreed service level.
  • To achieve a minimum number of request closures per day, as agreed with your line manager.
  • To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query.
  • 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.
  • 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 work with our subcontracting partners in the management of all subcontracted testing, including inputting of results, chasing the performing laboratories, and keeping our customer updated
  • To support the sales team and account managers in the identification of customers’ needs andd potential new business opportunities
  • To ensure all orders are completed through to invoicing, through the management of the revenue reporting.
  • Provide a high level of internal and external customer care.

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

Benefits

At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.

As a Eurofins employee you will benefit from:

  • Holiday Purchase Scheme
  • Life Assurance (4 times annual salary)
  • Company Pension Plan
  • Employee Assistance Programme – 24/7 confidential support.
  • Free car parking
  • Worldwide career opportunities
  • Everyone who joins our team also gets access to Perkbox, allowing you to save money all year round. Whether its supermarket savings or days out, the daily coffee or a summer holiday – there’s something to suit everyone’s lifestyle.

 What Happens Next

Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team to give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths. 

Application Tips

It’s really helpful for our Recruitment Team if you include a full up to date CV, your current location and a contact number so we can talk to you about our exciting opportunities. Please also detail your current Right to Work status in the UK.

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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