Senior Customer Service Representative

Senior Customer Service Representative

Your role as Senior Customer Service Representative supports the delivery of outstanding instrument service and support to our customers. You will be the key point of contact for customers requiring repair of an instrument for a defined business unit (Analytical Instruments, Laboratory Equipment, Environmental & Industrials Processes or Life Science/Genetic Sciences/Clinical). You will collaborate closely with the Field Service Engineers to ensure timely scheduling, completion of jobs and billing, being responsible for the process from beginning to completion. You will ensure service jobs are effectively and efficiently handled by meeting all measures critical in delivering a great customer experience.

The environment is dynamic, fast paced and supportive, with a culture of process improvement, collaboration and success.

What You'll Do:

• Act as the primary interface between the customer and the Service team. Responsible for answering customer enquiries via telephone & Salesforce. Achieving the metrics on average speed of response and first call resolution.
• Dispatch Service Orders to engineers, scheduling and confirming bookings.
• Liaise between customer and engineer keeping both informed of any changes to job bookings.
• Ensure service levels for customers are achieved, proactively calling out when there is a risk of non-compliance.
• Daily invoicing to ensure job closure and revenue raising.
• Investigating and completing credits for disputed invoices.
• Completes general administrative tasks to support the service team.
• General equipment packing responsibilities from time to time
• Meets and exceeds quality and performance metrics as outlined.
• Adheres to schedule, including regular, reliable and punctual attendance at work.

Keys To Success:

Education

• 2+ years of Customer Service or Call Centre experience preferred
• Bachelor's degree, science, engineering, technical field or business management preferred

Experience

• Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs
• Ability to work within a team environment with minimal supervision
• Demonstrate judgment, tact and subtlety in dealing with internal and external customers.
• Need to have the ability to prioritize and solve problems and to multi-task under time pressure.
• Take responsibility and act as an owner.
• Customer Focused demeanour and Excellent rapport building are needed

Knowledge, Skills, Abilities

• Customer Focused – Builds strong customer relationships and delivers customer centric solutions
• Communicates effectively – Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience
• Situational adaptability – Adapting approach and demeanour in real time to match the shifting demands of different situations
• Action Oriented – Taking on new opportunities and touch challenges with priority, high energy and enthusiasm
• Resourcefulness – Securing and deploying resources effectively and efficiently
• Balances partners – Anticipates and balancing the needs of multiple partners
• Collaborates – Establishing relationships and rapport to meet shared objectives