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Customer Service Liaison

1 month ago

Needham Market, Suffolk, United Kingdom Eurofins UK Food Testing Full time
Job Description

This is an exciting opportunity to work with Eurofins UK Food Testing, a leading provider of food testing services. As a Cross-Selling Manager, you will play a key role in coordinating subcontract testing samples to suitable in-group partners or 3rd party providers.

The ideal candidate will have excellent communication skills, be able to work independently, and have a strong understanding of customer needs. You will be responsible for fostering good relationships with customers and other testing laboratories, providing updates on overdue tests, and proactively communicating late test completion dates.

Key Responsibilities:

  • Foster good relationships with customers and other testing laboratories.
  • Provide updates on overdue tests directly to customers.
  • Pro-actively communicate on late test completion dates.
  • Liaise with cross-selling laboratories within Eurofins or externally, to provide the customer with the most suitable testing for the customer request.
  • Provide quotations to customers for sub-contracted analysis.
  • Reporting of laboratory results.
  • Ensure outstanding subcontracted analysis is followed up on, with the performing laboratory.
  • Conducting regular review meetings with Lab Managers and Customers.
  • To ensure customer enquiries are responded to at first point of contact where this is possible.
  • To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible.
  • Provide accurate, valid and complete information by using the right methods and tools.
  • Delivering customer satisfaction by listening to and exceeding customer expectations.
  • Perform direct client communication for additional sample analysis requirements, including any queries during the registration process through email or telephone in a professional manner.
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
  • Work with the team to drive the laboratory forward through continuous improvement.
  • To assist through operating best practice in order to meet the requirements of the UKAS accreditation standard.
  • To participate in any developmental training as required in compliance with the Company Standard.
  • Comply with all relevant Health, Safety and Security Regulations.

Qualifications:

  • GCSE Maths & English, or equivalent.
  • Experienced managing and resolving customer concerns and complaints.
  • Experience providing status reporting to customers.
  • Experience dealing with multiple internal service providers.
  • Experience in direct dealings with customers.
  • Verbal and written English fluency.
  • Proficient in MS Office suite.
  • Attention to detail.
  • Experience identifying and meeting customer needs.
  • Able to work as part of a team.

Benefits:

  • Life Assurance (4 times annual salary).
  • Company Pension Plan.
  • Holiday Purchase Scheme.
  • Employee Assistance Programme – 24/7 confidential support.
  • Free car parking.
  • Enhanced Maternity, Paternity and Adoption Scheme.
  • Worldwide career opportunities.
  • Everyone who joins our team also gets access to Perkbox, allowing you to save money all year round.

What We Offer:

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.

We are a growing, innovating, and always learning company. We are committed to being a responsible business and reducing our environmental impact.

We are an equal opportunities employer and welcome applications from all qualified candidates.