Customer Care Specialist

Bio-Techne • Newark, CA

2d • 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. Pay Range: $50,700.00 - $83,400.00 POSITION DESCRIPTION Primary point-of-contact to customer post-sale for non-technical problems and questions related to their order. Ensure customer’s needs and expectations regarding their order are met. Follow through with requests to completion or escalate to Customer Care Specialist when appropriate. Contribute to the maintenance of lasting relationships with customers through knowledgeable communication and proactive resolution of questions or issues. In part this is accomplished through partnership with our technical support team.

Requirements

• Skills taking and providing accurate, detailed product information.
• Ability to act independently on routine assignments or projects.
• Ability to plan, organize and multi-task to complete assignments in an efficient manner.
• Ability to communicate professionally, both oral and written.
• Ability to pay attention to details and perform at a high level of accuracy.
• Ability to work independently and with a team.
• Ability to resolve interpersonal challenges that arise in a changing environment or in a multi-person team situation.
• Ability to work hours that conform to the department’s needs.
• Knowledge of Microsoft Outlook, Word and Excel.
• Knowledge of Salesforce CRM
• Knowledge of Customer Chat & Soft Customer Care Phone Lines
• ERP
• At a minimum, a High School diploma is required with 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.

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.
• Follows company policies and practices as outlined in Handbook.
• Performs additional duties as assigned.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED