Ireland Job Openings
Biosynth
Customer Experience Manager, Biologics
Dublin
October 11, 2024
We acknowledge the important part our team members, who are based over three continents, play in our continued success.
Main Purpose of the Job
To act as a direct line manager to a team of Biologics-focused Customer Experience Representatives
Role and Responsibilities
- To act as a direct line manager to a team of Biologics-focused Customer Experience Representatives.
- Ensure the team is performing efficiently and effectively.
- Performance management of individual and team
- Co-ordinating training and development
- Recruitment and onboarding
- Ensure open orders report is completed weekly and liaise with purchasing, warehouse and sales to keep expected order dates updated.
- Respond to customer complaints or negative feedback and work within the quality management system to complete corrective and preventative actions.
- To be an active member of the Customer Data Management team creating and editing customer account data
- Participate in team meetings to ensure smooth operational flow of orders and ongoing continuous improvement of processes and systems.
- Report on performance and progress to Head of Customer Experience and direct line manager.
- Measures of performance success may include customer satisfaction scores, order line efficiency and/or customer contact response times.
- If required, to act as a front-line representative of Biosynth to customers, with a primary focus on the Biologics product range and customer base.
- To carry out any necessary tasks to provide a smooth order experience, including but not limited to;
- Answering first-line enquiries regarding customer orders such as order lead times, stock levels, basic pricing or other information (non-technical).
- Working with colleagues in sales and supply chain to coordinate order fulfilment.
- Working with the warehouse to ensure documentation is in order for international shipments.
- Keep customers proactively updated on late orders or provide regular back order reports.
- Order Entry to SAP, order changes or cancellations, check and release orders to cockpit for fulfilment.
- Encourage and support customers towards online ordering and self-serve support, where appropriate.
- This role may be required at times to support other business divisions or functions if needed.
- This role may be required to work on business change projects as needed.
- Create and manage customer account data, as required.
- Willing to travel nationally and internationally while onboarding and then occasionally as required.
- May be called upon as deputy for direct line manager in periods of absence as required.
Essential Candidate Requirements
- GCSE level Maths / English or equivalent
- Experience of working with a global customer service team
- Experience of managing remote and non-remote employees.
- Experience in Managing a team (Minimum of 1 years previous experience in a management role)
- SAP or similar experience (minimum 2 years)
- Fluent in English or C2 Level
- Experience in coaching and mentoring
- Microsoft Office experience
- Able to adapt quickly to rapidly changing circumstances
- Competent in both written and spoken communication
- Desire to build lasting relationships with colleagues globally
- Manage stress in fast-paced environment
- Hands-on approach
- Multitasking and problem-solving
Desirable Candidate Requirements
- Customer Service and/or Management training
- Experience within the scientific industry
- Experience of working in global supply chain with sensitive, high-value or dangerous goods
- Experience in writing Standard Operating procedures.
- Excel experience
- Working with a customer facing ticket system
- Public speaking/presentation skills
About us
Biosynth® is an innovative life sciences reagents, custom synthesis and manufacturing services company headquartered in Staad, Switzerland. We are by scientists, for scientists, securing supply chains with consistent quality, across the globe. As a trusted supplier, manufacturer and partner to the pharmaceutical, life science and diagnostic industries, as well as food, agrochemical and cosmetic customers, we have facilities on three continents and a rapid global distribution network. Our main production laboratories are located in Switzerland, the UK, Slovakia and China, with peptide and antibody production in the US, the Netherlands. Bioconjugation projects are carried out in Germany, Enzyme projects are based in Austria and biological IVD reagents in Ireland.
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