Customer Service Executive* / Mitarbeiter*in Im Kundenservice (m/w/d)

Customer Service Executive / Mitarbeiter Im Kundenservice (M/W/D)

LGC Standards is a division of the LGC Group, the UK's National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research instruments that meet the analytical needs of more than 120 countries worldwide. We use our expertise to produce to the highest standards. Our wide range of reference materials and qualification programs is complemented by our experience in outsourcing and customs, enabling us to quickly adapt and offer customized solutions that meet the analytical requirements of our customers. We are innovative and use science to ensure the safety and integrity of products and services, in line with our vision of "Science for a Safer World" (Science for a Safer World).

The position holder will be responsible for processing and handling customer orders from all channels and product areas. They will ensure that orders are recorded in the system on time and correctly and that all delivery dates are met.

This includes the careful processing of inquiries regarding controlled substances, compliance with guidelines for import and export permits, and handling of products under the "Warenkontrollgesetz". Close cooperation with authorities and our compliance team is also part of the job.

Responsibilities include:

• Ensuring that communication with internal and external contacts is always professional and meets LGC's high quality standards.
• Daily recording of all incoming orders in IFS according to KPI requirements; sending order confirmation after approval.
• Advising customers, meeting delivery deadlines (OTTP), and proactively informing about delays.
• Polite communication by phone, email, and service cloud; forwarding inquiries outside of own area to the responsible team.
• Responsibility for processing Service Cloud cases and ensuring adherence to agreed response times (KPIs).
• Conducting end-of-day checks in IFS to process all orders to the "released" status and clarify open issues.
• Monitoring and documenting delivery dates in IFS; timely informing customers of changes and following up in LCELO and with suppliers.
• Processing customer complaints in Service Cloud or local systems; ensuring KPI reporting and escalation to supervisors.
• Handling RMAs (Return Material Authorization) and creating credits or compensations in coordination with the supervisor.
• Forwarding incoming inquiries regarding supplier evaluation to the responsible manager.
• Ensuring that IFS processes for LCELO and the supply chain comply with the guidelines of the Operations Team.
• Taking responsibility to exceed customer expectations and meet KPI targets.
• Building and regularly updating knowledge of LGC products and services.

Qualifications include:

• Experience in customer service, order recording, and supply chain management processes.
• High motivation and sense of responsibility.
• Required are German language skills at C1/C2 level.
• Very good communication and telephone skills.
• Good organization and meticulous work.
• Secure handling of computer and keyboard (>40 wpm), basic knowledge of Excel and Word.
• Team player and helpful.
• Structured work even under high stress.
• Very good written and verbal expression.
• Knowledge of warehouse management systems (e.g., SAP, ORACLE, SAGE).
• Interest in chemistry or science is an advantage.
• Good English language skills in speech and writing.

About LGC:

LGC is a leading global life science company that offers critical components and solutions for high-growth areas in human medicine and other markets worldwide. Our high-quality product portfolio consists of critical tools for genome analysis and quality assurance applications that are typically embedded in our customers' products and workflows and are valued for their performance, quality, and broad range.

Our values:

• Passion
• Curiosity
• Integrity
• Brilliance
• Respect

Equality of opportunity:

LGC is committed to openness, mutual respect, and equal employment opportunities regardless of ethnic or social background, gender, age, religion, any disabilities, or sexual orientation and identity. We are committed to an inclusive culture and firmly believe that the diversity of individual values and perspectives makes our work more successful and of higher quality.