Customer Care Specialist

Bio-Techne•Newark, CA

5d•Onsite

About The Position

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. This role serves as the primary point-of-contact to customers post-sale for non-technical problems and questions related to their order. The goal is to ensure customer’s needs and expectations regarding their order are met, following through with requests to completion or escalating to a Customer Care Specialist when appropriate. This position contributes to the maintenance of lasting relationships with customers through knowledgeable communication and proactive resolution of questions or issues, in part through partnership with the technical support team.

Requirements

At least 3 years of relevant customer and/or sales facing experience in a fast-paced environment.
Good communication skills, both verbally and written, and a pleasant phone presence required.
Must have the ability to problem solve and possess organizational and multi-tasking skills.
Ability to independently prioritize and re-prioritize based on urgency and complexity of issues.
Working knowledge of general ERP, Salesforce, Microsoft Outlook, Customer Service soft phone line, Word and Excel as well as computer entry and/or typing skills are required.

Nice To Haves

Ideal candidates will have an associates or bachelor’s college degree.
Knowledge of Salesforce CRM
Knowledge of Customer Chat & Soft Customer Care Phone Lines
ERP

Responsibilities

Manage all aspects of order cycle as necessary to ensure customer satisfaction.
Effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and costs.
Connect callers to appropriate departments as needed.
Follow company policies and practices as outlined in Handbook.
Perform additional duties as assigned.
Gateway/Funnel to All Groups
Phone Full Time, Chat, Email, Fax
Customer Case Tracking/New Knowledge Base
Customer Inquiry Order Triage (Customer/Sales)
Pre Sales Inquiry - Funneling
Order Change Requests
BKORD Inquiries & Updates
Shipping Inquiries / Shipping Errors
Tracking Info / FEDEX & Carrier Triage
Lot Availability Triage
Global Customer Inquiries
Customer Order Info Gathering (OM/Sales Support)
Requests Via Inside Sales, OM, Shipping
PO & Credit Card Revisions
Tax Exemption Status & Certificate Requests
Purchasing Agent Comm
Internal Customer Inquiries
New Account Request Triage (EC/Direct)
New Account Expandable Set Up
New Account (ECOM)
OBT Link, Rep Loop In Backlog
Customer Triage & Internal Group Notification
Support Orders (Damage, Shipping Error)
Quote Creation
RMA Initiation & Tracking
Service & Support SOP Adherence
Non Conformance PN Loop In ASR
Compliance Adherence (!) (QSP00-021) (SSP48001)
Compliance Adherence (!)
Problem solving related to customer service issues, including the ability to identify and appropriately evaluate a course of action.
Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer’s needs, new products, product availability and the production plans.

Benefits

competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.
employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
an accrued leave policy with paid holidays, paid time off, and paid parental leave.

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