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At Azenta Life Sciences, a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.
We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.
Our international Customer Care team is looking for a Senior Customer Care Representative (m/f/d) onsite in Griesheim (Darmstadt), Germany.
How you`ll add value
As Senior Customer Care Representative (m/f/d you will have direct interaction with our external as well as internal customers on a daily basis. While you will be responsible for reviewing, entering and managing customer orders for consumables & hardware, you will also handle customer calls and route responses appropriately.
You will be the primary representative to our international customers for a wide range of products and services we offer at Azenta Life Sciences. This includes the entire portfolio of our Sample Management Solutions, from Consumables & Instruments to Cryo Solutions and BioBanking.
This role will be based at our facility in Griesheim (Darmstadt), Germany and will involve overseeing customer care activities across EMEA, with a focus on Germany.
What you`ll do
Professionally handle incoming requests, via phone and email, to ensure that issues are resolved both promptly and thoroughly to strive to achieve a “close-loop” resolution process for the customer, limiting the need for customer call back.
Reviews, enters and books orders according to order entry policies and procedures; proactively follows-up with customers to resolve order entry issues and escalate when necessary
Monitor order hold reports and take action based on need; understand importance of revenue recognition in relation to order booking/entry.
Responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and drive resolution where possible.
Shipment scheduling according to product availability.
Invoicing of shipped orders
Arranging goods collections
Actively and conscientiously search for answers from internal resources
Work in compliance with Standard Operating Procedures, order entry procedures and Sarbanes-Oxley
Work according to clean order booking and order entry procedures
What you´ll bring
Experience preferably in a fast-paced, manufacturing or life sciences Customer Care or Customer experience environment.
Customer-first attitude a must; understands that the customer is the driving force behind all activity.
Ability to work in a high-volume environment with minimal supervision is required.
Experienced ERP (Oracle preferred), Microsoft Office proficiency
Excellent time management and organizational skills with the ability to effectively prioritize
Fluent in German (C1) and English (C1) language
Additional European language(s) are desirable
Strong communication and multi-tasking skills with a focus on strong attention to detail.
Able to work independently; motivated to seek guidance from wider network of colleagues.
Your strong personal skills include a professional demeanor, excellent phone skills, strong attention to detail and being a team player.
Our Offer
Become part of a company that makes a positive contribution to launching groundbreaking scientific developments and therapies.
Take advantage of the operational opportunities in a growing, modern, and innovative company within the health care/life science industry.
Experience an intensive exchange of experiences and close cooperation in a worldwide network with our customers, friends and partners.
We offer participation in national and international company events.
A workplace that promotes your maximum.
You will participate in capital-forming benefits, numerous corporate benefits.
30 days of vacation.
Positive corporate culture and practiced teamwork across all locations.
Individual development opportunities of your international competencies and language skills.
About us
Azenta Life Sciences is a global life sciences leader headquartered in Burlington, MA, with offices and operation sites around the world. We are the market leader in automated biospecimen management solutions and genomic services in areas such as drug development, clinical and novel cell therapies for the world's leading pharmaceutical, biotech, academic and healthcare institutions. Our laboratory analysis, sample management and storage, informatics software and consumables services offer unparalleled capabilities and have the largest installed base managing over one billion samples worldwide.
For more information: https://careers.azenta.com/
Contact
Azenta Germany GmbH (part of Azenta Life Sciences)
Christina Knappe (Senior Recruiter Central Europe)
christina.knappe@azenta.com
Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.
