Customer Service Supervisor

7 months ago

Redcar, United Kingdom Absolute Biotech Full time

**Client Project Representative**

**Who we are**

Absolute Antibody Limited part of Absolute Biotech is seeking a talented and highly motivated individual who is looking to develop their career at our small but fast-growing company. Operating in the life sciences arena, Absolute Antibody specialises in antibody sequencing, engineering, and recombinant expression. Our customers include leading pharmaceutical, biotechnology and diagnostics companies, as well as academic researchers worldwide; we have customers in 65 different countries and have sold to 14 of the top 15 pharmaceutical companies by revenue. This international customer base is served by our ISO 9001:2015-certified manufacturing facility in Northeast England.

Location: Wilton, Redcar, UK

**Must be authorised to work in the UK**

**What will you do?**

You will report to the Operations Director, managing time and cost to meet the expectations of both the client and the internal operations team and managers, ensuring that key customer accounts are prioritized accordingly.

Specific duties and responsibilities will include, but will not be limited to, the following:

- Lead and develop the Order Processing Team, focusing on services to efficiently deliver hybrid projects.
- Facilitate team and cross-functional communication, acting as the go-between for scientific and client teams.
- Take on escalations
- Oversee the relevant project management group to ensure group deliverables are risk-managed, budgeted effectively and delivered in a timely manner whilst also helping to minimize cost and implementation risks.
- Take the lead to manage the progress of a project from beginning to end of the cycle
- Act as the primary liaison for clients throughout the entire project cycle, from design to completion
- Work with Operations Team to capture and plan projects.
- Lead phase and business reviews, maintain project meeting minutes, issues logs, metrics, and other important communication tools.
- Forecast, monitor, and ensure the successful completion of performance metrics, milestones, deliverables, and timelines.
- Keep accurate records of client account, contact, and project details in the Project management/CRM database.
- Coordinate internal resources across commercial, scientific, and lab ops teams to support effective project execution.
- Manage multiple accounts and projects at once, with clear and proactive communication and follow-up with team members and other departments, including third-party vendors when necessary, to meet deadlines.
- Communicate production milestones and timelines to clients.
- Work with and act as the liaison between clients and the Operations, Sales and Customer Support teams to ensure that messaging to clients pre
- and post-sale are consistent.
- Ensure that all projects are risk-managed, budgeted effectively and delivered in a timely manner whilst also helping to minimize cost and implementation risks.
- Prepare reports for senior management and directors.
- Work with other Project Managers focusing on custom and catalogue services to efficiently deliver hybrid projects involving both services.
- Manage and support the shipping and Logistics team, ensuring that international shipping documents are correct, queries are answered and shipping delays are minimised as applicable.
- Oversee and manage the product stock database, take the lead on the stocktaking process and ensure the accuracy of the database as applicable.
- Other duties and tasks may be assigned.

**Who are you?**

Someone with a meticulous attention to detail and the ability to take responsibiity for their own work. You like to working a fast-paced environment and enjoy working in a small team. You have strong leadersip skills, are good at prioritising tasks and working to a deadline.

**Minimum job requirements**
- At least 'A' level with high grades in Maths an English at GCSE level.
- Prince 2 Practiotioner level qualification.
- Excellent English written and verbal communication skills.
- Ability to think analytically and critically.
- Strong leadership skills
- Excellent planning and problem-solving skills.
- Computer literate.
- Customer and personal service experience.
- Authorised to work in the UK.

**What do we offer**
- A starting salary of £26,000
- 25 day of annual leave plus bank holidays
- Membership of company pension scheme
- On-site restaurant
- On-site gym
- Working in a global organisation with diverse teams
- Absolute Biotech and Absolute Antibody Ltd are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, disability, or any other characteristic protected under UK law.

**Job Types**: Full-time, Permanent

Pay: £26,000.00-£28,000.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company pension
- Free parking
- On-site gym
- On-site parking
- Sick pay
- Unlimited paid holidays

Schedule:

- Monday to Friday

**Education**:

- A-Level or equi

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