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 laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

JOB SUMMARY

To handle daily communication and enquiries, including but not limited to, customers, suppliers, and other third parties. Receiving and responding to phone calls and email enquiries in a timely manner to ensure Customer Service Delivery Excellence. Support the business and departments in proactive high-quality communication with customers.

JOB RESPONSIBILITIES

• To handle customer enquiries and provide timely responses, as per communication guidelines and service level agreements, for all aspects of Eurofins services to ensure high quality customer service.
• To proactively contribute to positive customer satisfaction, through ensuring good reporting/enquiry turnaround times and a rapid follow up of customer communications.
• Identify opportunities for continual improvement in the customers overall experience with Eurofins by liaising with internal departments to ensure we meet our clients demands in a cost-effective, high-quality manner.
• Receiving phone calls, and responding to phone messages in a timely and professional manner
• Responding to emails to your individual, and central / group email addresses in a timely and professional manner
• Responsible for the administration of recording/responding and maintaining a Ticketing System of customer queries and closing all queries in a timely manner.
• Sharing enquiries with the appropriate department(s) to ensure they are responded to in a timely manner.
• Collating responses from multiple departments into concise responses to customers.
• Proactively follow up with departments to ensure responses are given to customers in a timely manner.
• Actively manage contracts/customers through regular phone/email contact.
• To work closely with the Commercial team in customer retention and development, including issuing and updating quotes, and updating the CRM, ComLims and LIMS systems.
• Manage departmental mailboxes to ensure all queries are dealt with adequately and responded to in a timely manner.
• Work with departments to assist them in meeting targets – TAT, service level, reporting times and overdue work.
• Supporting the Intake/Accounts/Logistics/Laboratory/Commercial team in administration and planning.
• Checking that correct information is recorded in LIMS / CRM systems in line with Customer needs.
• Issuing reports to customers from LIMS, and completing bespoke reporting requirements.
• Follow up with subcontracting laboratories on the status of samples and reports/results to support on time delivery to customers.
• Send out regular customer communications as needed by the business, e.g., surveys, Eurofins business updates, pricing, etc.
• Weekly, Monthly and Annual reporting of KPIs to Eurofins group (e.g., quality, TAT, NPS).
• Raising purchase requests and purchase orders for suppliers and following up on deliveries.

What we are looking for:

• Degree level qualification or equivalent experience.
• Record of ongoing professional development.
• Previous experience working within an accredited contract testing laboratory is preferred but not essential.
• Previous experience of working in an administrative function in a business environment.
• Good keyboards skills, use of MS Office packages in particular Excel, and business systems such as LIMS, CRM or similar.
• Good standard of written and spoken English and numeracy skills.

Who we are looking for:

• Hard working self-motivated and professional team player
• Ability to work well under pressure
• Excellent attention to detail
• Ability to multi-task, prioritize, organise and co-ordinate your own workload
• Good written and verbal communication skills