Customer Service Advisor

5 months ago

Manchester, United Kingdom i2 Analytical UK Ltd Full time

**Department/ Job Title**:
Customer Service - Customer Service Advisor (Air)

**Normal Hours**:
37.5 Monday to Friday between 8am and 6pm on a flexible basis, out of hours working may be required including travelling

**Location**:
Manchester

**Reports to**:
Customer Services Manager

**Direct Reports**:
N/A

**Job Purpose**:
The main job function will be to work as part of a customer service team and deliver an excellent customer experience to all clients across all aspects of the process from client on-boarding, quoting, reporting, invoicing and managing all incoming customer communications in a swift and professional manner

**Role Accountabilities and Main Duties**:

- Support teams with the admin associated with on boarding of new clients and continued delivery of the customer service experience.
- Input and manage customer information into LIMS
- Liase with customers for sample paperwork, COC’s, PO’s
- Provide first point contact resolution to client queries where possible, or appropriately manage internal resources to resolve problems
- Generation of fit for purpose quotations for customers up to approved authority level
- Coordinate logístical queries where necessary
- Manage subcontract laboratory services when needed
- Liaise appropriately with the analytical teams to successfully deliver customer projects
- Delivery of customer receipts and reports and invoices.
- Accurate reporting of client information within the team as required
- Work with SCSA and CSM as part of a continual improvement process
- Build and maintain professional relationships with clients and internal stakeholders
- Process media orders and have knowledge of sampling techniques.
- Perform result uploading, result calculations and data entry of results
- Checking of data entry and calculations performed outside of the LIMS system.

These duties are by no means exhaustive and should not be interpreted as a complete definition of the role.

**Person Specification**:

- Strong prioritisation and organisational skills.
- Impeccable written and verbal communication ability.
- Excellent telephone manner and customer services skills.
- Excellent interpersonal skills and communication
- Able to bring a collaborative one team mindset
- Experience in a customer facing role. (Essential)
- Experience in a fast-paced role. (preferred)
- Positive attitude towards change.
- Ability to manage and maintain own workload
- Close attention to detail.
- Adaptable and flexible in their approach to work.
- Good IT skills (Microsoft based products; Office 365, Excel and Word).
- Accurate data entry skills and highly numerate.
- Adaptability to use various in-house systems and processes.

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