International Customer Care Representative (Temporary)
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.
Position Summary:
Primarily responsible for assisting the International Sales organization with order processing, problem solving, responding to order status inquiries, resolving customer service complaints, and any additional activities contributing to higher level support of customer needs. The responsibilities of this position are to answer International partner and distributor calls for availability and order status, communicate and coordinate activities with customers, lab, shipping, orders processed and shipped out. Responsible for handling more complex questions and problems from international customers and from other Customer Care Representatives (CCR). Follow up on customer complaints, questions, and product returns to ensure customer satisfaction. Proactive monitoring of key customer or product orders to ensure smooth fulfillment.
This is a temporary position expected to last nine months, with the potential for extension for the right candidate.
Key Responsibilities:
- Primary point-of-contact to International 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 when appropriate.
- Contribute to the maintenance of lasting relationships with International partners and distributors through knowledgeable communication and proactive resolution of questions or issues.
- 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.
- Provide non-technical product and pricing information to customers through phone, email or other channels as needed.
- Connect callers to appropriate departments as needed.
- Create and document service complaints in Salesforce for escalation/follow up as needed. Complete Credit/Rebill or Credit/Reship RMAs in Microsoft Dynamics MAS as needed. Determine and document root cause of service complaints.
- Performs additional duties as assigned.
Education and Experience:
- Ideal candidates will have a bachelor’s college degree in Business, Sales, or the Sciences or 3 to 5 years or relevant work experience. Experience in an international customer facing environment, as well as working with a diverse client base is a plus. Good communication skills, both verbally and written. 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. Complete proficiency in Microsoft Dynamics MAS, or other primary ERP system, as well as Salesforce.com, desired. Working knowledge of Microsoft Outlook, Word and Excel as well as computer entry and/or typing skills are required.
Why Join Bio-Techne:
- We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
- We offer employee resource groups, employee events, and charity drives to build a culture of caring and belonging.
- We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.
Where permitted by applicable law, candidate must have received or be willing to receive an FDA authorized COVID-19 vaccine by date of hire to be considered for this position.
Bio-Techne is an E-Verify Employer in the United States.