Customer Service Representative

Needham Market, England, United Kingdom

12/23/2024

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

Job Description

Working for Eurofins Food Testing, the purpose of this role is to be the first point of contact for any customer communication coming into Eurofins, including interco partners; to ensure the customers get a timely response or are directed to the appropriate business area quickly and efficiently.

This will be a hybrid role working Monday to Friday 08:30 till 16:30.

• To act as the first point of contact for email or telephone communication from our customers in a professional manner.
• To ensure customer enquiries are responded to at first point of contact where this is possible.
• To ensure initial responses to all customer enquiries are made within the agreed service level.
• To achieve a minimum number of request closures per day, as agreed with your line manager.
• 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, and to ensure this is followed up with the customer. This may include account managers, ASM’s, laboratory management, technical management or senior management as appropriate.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Update customer information in the customer service database during and after each call.
• Provide accurate, valid and complete information by using the right methods and tools.
• To be the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management system.
• To work with our subcontracting partners in the management of all subcontracted testing, including inputting of results, chasing the performing laboratories, and keeping our customer updated.
• To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities.
• To ensure all orders are completed through to invoicing, through the management of the revenue reporting .
• Delivering customer satisfaction by listening to and exceeding customer expectations.
• Provide a high level of internal and external customer care.
• The post-holder may be required to work outside normal working hours to meet the requirements of customer. This will be with prior agreement of the Manager.
  
  
  
  

Qualifications

• Basic customer service knowledge.
• Good IT skills.
• Conscientious and keen to learn in the industry.
• Good attitude to collaboration and good communication skills.
• Keen interest in science and business.
• Some customer facing previous experience, can be retail or other sectors.
• GCSE Science or equivalent.
• Current and valid driving licence.
  
  
  
  

Benefits

Additional Information

At Eurofins we are growing, innovating and always learning. 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.

As a Eurofins employee you will benefit from:

• Enhanced Annual Leave Entitlement
• Additional Annual Leave Purchase scheme
• Annual Leave Sellback Scheme
• Additional Annual Leave at Employees set service dates
• Company Pension Plan
• Life Assurance Scheme (4 times annual salary)
• Healthcare Cash Plan (6+ months service)
• Enhanced Maternity, Adoption and Paternity Schemes
• Employee Assistance Programme – 24/7 confidential
• Health and Wellbeing Programmes
• Free parking
• Worldwide career opportunities
• We also have in place rewards recognising the great work out employees deliver, their dedicated service and celebrating special life events.
  
  
  
  

What Happens Next

Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and it's requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths.

Your data

As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Closing Date

We reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.

Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.

We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!

Find out more in our career page: https://careers.eurofins.com/