Senior Customer Support Coordinator

About Us AnalytiChem UK (formerly Cherwell Laboratories) has been based in Bicester, UK since 1971. We manufacture and supply the Redipor® range of prepared microbiological media to the pharmaceutical and associated industries. We also supply and service specialist environmental air monitoring equipment and decontamination equipment, primarily into the same markets. AnalytiChem UK operates an ISO9001 Quality Management system and is regularly audited by its customers. The company has managed continued growth over the last 10 years and is planning for further expansion. AnalytiChem UK is part of the AnalytiChem Group, a global family of companies providing quality control products and services. These include both off the shelf and customisable chemicals, high-quality standards, certified reference materials, laboratory and analytical equipment. The Role We are looking for a talented and enthusiastic Senior Customer Support individual who can contribute to and share in our success. The purpose is to maintain and develop strong customer relationships, to assist the company in retaining and growing the business, while supporting the external sales team and providing after sales support. We offer competitive salary starting from £30,000 per annum, depending on experience and qualifications. Key Responsibilities Provide excellent customer service and support in relation to enquiries, and resolve customer queries quickly and effectively, while always maintaining a professional manner Support with overseeing the day-to-day processes of the Customer Support team Administration tasks such as welcoming visitors on site, being first point of contact for answering telephone calls, dealing with customer queries, non-delivery issues, customer collections, customer orders and confirming product availability Demonstrate high-level data accuracy when preparing quotations, processing orders and dealing with invoices Update and maintain accurate sales and customer records within Priority and HubSpot Provide after-sales support, communicating important feedback from customers to the appropriate business development manager Work with business development managers to provide customer support to grow sales and assist with continued business growth ambitions Work with the business development managers to process standing orders and provide monthly reporting Liaise with other departments to ensure customer needs are met Work closely with ERP Manager to assist with the implementation and continual development of the ERP system, supporting good data control and ensuring all team members are fully updated of any system changes. Understand the escalation process with Priority and provide team support when the ERP Manager is unavailable – ERP System Superuser Have a clear understanding of the annual sales growth target, along with the business development manager’s individual targets Work to achieve business and team KPI’s Ensure a basic knowledge about the manufacturing and supply of all AnalytiChem UK Products, and demonstrate a proactive nature to filling knowledge gaps Stay up to date with new products and features Competencies & Qualifications Administration skills – previous administration experience, highly competent communicator and computer skills will be vital Customer Service experience – Demonstrated ability to deliver exceptional customer service at all times by employing professional communication and customer-focused language, both verbal and written People Skills – ability to communicate effectively and build strong relationships with customers and colleagues Organised & Flexible - must be able to prioritise workload effectively. Flexibility to adapt to changes in priorities, strategies, and industry trends in a fast-paced environment. High Standards – demonstrate a methodical, right first-time approach to all work Communication Skills – ability to effectively communicate both verbally and in writing, with all stakeholders. Computer Skills - must demonstrate high level of experience working with Microsoft platforms, ERP and CRM systems (e.g. Priority and HubSpot) Organisational Skills - strong organisational skills to manage multiple tasks, prioritise workloads, and meet deadlines effectively. Attention to Detail - meticulous attention to detail to ensure accuracy in all areas of work, including preparing quotations, processing orders and dealing with invoices Teamwork - capacity to collaborate effectively with cross-functional teams, including production and warehouse, as well as demonstrating the autonomy to work independently. Numeracy & Data skills – must be able to demonstrate the ability to accurately handle data from an ERP and CRM system Professionalism - demonstrates a professional demeanour and maintains confidentiality when handling sensitive information Self-motivated – must be self-motivated and show a “can do” attitude to work Think you’re a fit? We’d love to meet you. Apply now