Description

Supervisor, Customer Service- San Marcos, CA- DRD / Bio-Techne

By joining Bio-Techne, San Marcos you’ll join a proven leader in the Manufacturing of In-Vitro Diagnostics. Our Research Associates are focused on the product development of diagnostic assays, to include reagents, calibrators, controls, calibration verifiers and proficiency testing.

When you join us, you will be part of a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics.

Bio-Techne, and all its brands, provides tools for researchers to further treat and prevent disease worldwide.

Full compensation for this role is $70,000 - $106,300 annual bonus plan and benefits.

Position Summary :

Plan, direct, manage, monitor, and coordinate the workflow for the Customer Service Group. This position will also be responsible for implementing strategic goals and ensuring the compliance of department and company policies along with reviewing processes and procedures to increase efficiencies.

Lead and facilitate customers with placing orders for our product including pricing, quantity, delivery dates and payment terms.

Duties and Responsibilities :

Managerial Duties

• Monitors overall daily workload to ensure department relations, processes, and goals are met.
• Coordinates and directs customer service duties as needed so that orders are processed effectively and

efficiently throughout the day. Evaluates workflow processes, trouble shoots issues to develop process systems to accomplish department and company goals.

• Supervises, recruits, hires, trains and completes evaluations of Domestic Customer Service Reps. Identifies ways to develop and train high performing personnel.

Documents information and discussions for correction & retraining to improve performance and then continues documentation for possible disciplinary actions and personnel files.

Receives incoming orders for products. Communicates with customers by phone and email. Enters orders into Order Entry Systems.

Provides information to customers on inquiries. Sets up new accounts in system as needed. Is the point person for questions, issues, and processes for both product divisions.

• Looks into non routine situations and finds solutions on issues within the Order Entry System for Customers, Management, and Customer Service.
• Evaluates effectiveness and efficiencies and develops and offers suggestions to increase productivity in all areas of responsibility.
• Runs miscellaneous reports for self and management when needed, to assist with making decisions within the department.
• Performs additional duties as assigned.

Customer Service Duties

• Handle incoming emails, phone calls or faxes from customers.
• Research inquiries about pricing, technical questions, product specifications, availability and lead times.
• Process customers’ orders.
• Work with shipping and operations to communicate customer orders and expectations.
• Submit OEM orders to production.
• Communicate with customers regarding order status.
• Maintain list and distributor pricing in Macola.
• Process Billing Invoices.
• Order resale products.
• Maintain on-going stock of resale items in inventory.
• Function as a backup receptionist.
• Attend weekly production meetings.
• Attend daily shipping meetings.
• Renew Cliniqa Import Licenses.
• Other duties or special projects as required.

Qualifications

Knowledge, Skills and Abilities Required :

• 4-6 years relevant customer service experience preferable in a related life science industry.
• Previous supervisory experience and leadership skills preferred.
• Must be able to maintain confidentiality.
• Must be knowledgeable of company products.
• Detail oriented. Excellent communication and interpersonal skills.
• High energy level, ability to multitask, establish priorities, work independently.
• Ability to establish credibility and be decisive.
• Outstanding customer service skills.
• Proficient in problem solving.
• Intermediate computer skills.

Minimum Job Requirements :

Minimum of 1-2 years of supervisory experience in a Customer Service position preferably in a diagnostic, medical device, or biotech environment.

Why Join Bio-Techne :

• We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
• We invest in our employees’ financial futures through 401k matching and an employee stock purchase plan.
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
• We offer employee resource groups, volunteer paid time off, 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Bio-Techne is an E-Verify Employer in the United States.

Last updated : 2024-06-18