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:

Customer Care Representative is primarily responsible for assisting the Bio-Techne 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 sales and customer calls for product availability and order status, communicate and coordinate activities with customers, other Bio-Techne entities and Sales Reps to get orders processed and shipped out. Provide product and pricing information to customers. 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. 

Key Responsibilities:

Enter orders into the company ERP Microsoft Dynamics (AX), accurately and efficiently, obtaining clarification from the Customer, Sales rep, Finance, etc. as necessary. 

Primary point-of-contact to customer post-sale for non-technical problems and questions related to their order. Ensure the 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 customers through knowledgeable communication and proactive resolution of questions or issues. Manage all aspects of the 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 products 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.  

Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance with the job. 

Performs additional duties as assigned.