Customer Care Representative 2 - Minneapolis, MN | Biospace
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Customer Care Representative 2

Bio-Techne

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Location:
Minneapolis, MN
Posted Date:
7/21/2017
Position Type:
Full time
Job Code:
Salary:
Required Education:
Associates Degree
Areas of Expertise Desired:
Customer Service,

Job Description

WHO WE ARE

Bio-Techne includes the complementary brands, R&D Systems, Novus Biologicals, Tocris, ProteinSimple, Cliniqa, and BiosPacific. We have brought these brands together as Bio-Techne to be a stronger scientific partner to help customers attain their research goals. Watch our story and learn more about Bio-Techne here: http://www.bio-techne.com/our-story

POSITION SUMMARY

Primarily responsible for assisting the Customer Care and Inside and Field Sales organizations with problem solving, resolving 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 sales and customer calls for availability and order status, communicate and coordinate activities with customers, lab, shipping, and Sales Reps to get orders processed and shipped out.  Provide product and pricing information to customers. Responsible for handling more complex questions and problems from customers and from Customer Care Representatives (CCR), and escalating to a Customer Care Specialist as needed.  Follow up on customer complaints, questions, and product returns to ensure customer satisfaction

ESSENTIAL FUNCTIONS

•   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.
•   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 back-up to the Customer Service Representatives in the processing of customer orders at peak times.
•   Provide non-technical product and pricing information to customers through phone, email or Live Chat
•   Connect callers to appropriate departments as needed.
•   Create and document service complaints in Salesforce for escalation/follow up as needed.
•   Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety as outline in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance to the job.
•   Performs additional duties as assigned.

Requirements

JOB SPECIFICATIONS

Education and Experience:
Ideal candidates will have an associates or bachelor’s college degree in Business, Sales, or Marketing or other field, or equivalent work experience.  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.  Complete proficiency in Microsoft Dynamics AX and other current Bio-Techne systems, including Salesforce.com, desired. Working knowledge of Microsoft Outlook, Word and Excel as well as computer entry and/or typing skills are required.  

Knowledge, Skills, and Abilities:
•   Skills in assisting customers and sales in 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.
•   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 AX Dynamics or other order-entry systems.

HOW TO APPLY
   
To be considered for employment, please visit our website and fill out an application here: https://www.bio-techne.com/career-opportunities