Job Description

The role incumbent is responsible for handling customer enquiries, order entry and order management of Strategic customers ensuring orders are processed and entered onto IFS within agreed timescales and to work closely with the onboarding of Strategic Customers and support to Strategic Sales ensuring KPI’s and SLAs are met, and the highest quality customer service experience is provided to all company contacts.

The Strategic Order Management Specialist is also an IFS / SFDC / Hybris: WEBShop, Backoffice Super User. As a Super User and a SME (Subject Matter Expert) the role will be responsible for assisting with Inhouse testing and training of new processes.

The required outcome is continuity of the highest-level service experience for customer managed orders from the end-to-end journey of order entry to delivery and payment.

Qualifications

Key Responsibilities and Accountabilities

To answer and satisfactorily deal with communication from customers within agreed timescales and in accordance with the KPI guidelines and the details of our Quality Standard Operating procedures.

To include but not limited to:

• Direct support to the SA’s (Strategic Account) and SA Manager(s).
• Working with appropriate parties to help ensure priority of SA account needs.
• Raising proforma’s, orders, and credit notes into IFS.
• Giving product information to customers and resolution to inquiries.
• Assisting with the maintenance and upkeep of data on IFS and SFDC for example, new contacts set up, override pricing.
• Process the late order report and update to customer regarding any changes to SA orders.
• Regarding enquiries for existing sales orders to the relevant department/person who can help move order
• Ensure SA Account Manager(s) are informed of any issue that would keep an order from processing to shipment.
• Ensure SA Account Manager(s) are informed of any serious complaints.
• Understanding of relevant IFS (in house database) processes.
• Understand and adopt LGC Standards operating procedures.
• Check stopped orders for automatic orders.
• IFS / SFDC / Hybris: WEBShop & Backoffice Super User.
• Backup order entry help of other levels as volume necessitates.
• Participating in dedicated projects.
• To learn about LGC Standards products and services and keep up to date with changes and attend Product/Technical training as scheduled.
• Exemplify the LGC core values on a day-to-day basis.
• Perform other duties as assigned and support the Order Management team.

Education and Experience

Education: Associate degree or higher - Life Science/Chemistry field desired

or

Experience: 6+ years of data management experience or equivalent.

Skills

Required Skills:

• Experience of working in a sales support environment with order entry / call center exposure.

• Can-do attitude takes proactive measures and a willingness to go that extra mile.

• Excellent telephone manner and communication skills (written and verbal skills) are essential.

• Organized and able to perform under pressure to meet specific deadlines.

• Customer focused, both internal and external customers

• Process Improvement Project experience.

• Detail oriented for accuracy and an effective problem solver.

• Ability to work independently, especially in times of low resources and crisis.

• Ability to move forward without direction and without worry of consequences and/or mistakes.

• Strong computing and keyboard skills (> 40 wpm). Excel essential and Word required.

• Team player, supportive of colleagues, easily can reach out to necessary stakeholders for needed information.

• Experience in using ERP systems such as SAP, ORACLE, SAGE etc.

• Experience in using CRM systems such as ZenDesk, Zoho, Hubspot.

Desired Skills:

• An interest in Chemistry or Science would be a distinct advantage.
• Experience in the Life Science industry or related field.
• Experience with IFS, Hybris, Esker, and/or Salesforce.
• Call Center, Order Management, Leadership, Project and Training Experience.

Additional Information

Role Dimensions

This candidate is dependable, committed, reliable and responsive, with a high work ethic. Accuracy is important to them for their daily work outcomes; however, they learn quickly from any mistakes made. They can work successfully in a high-pressure environment and maintain a positive, enthusiastic, and high-energy attitude. On time and attendance is important to them. They Able to speak up to authority and be an active participant in project teams and are an active / positive role model for any team they may participate in for this role. They are motivated to seek, through their performance, customer satisfaction for our internal and external customers by making sure that work gets to the correct individuals.

Our Values

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

Equal opportunities

LGC strongly believes that every job applicant and employee should be valued for their talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental, religion, or belief. Shortlisting, interviewing, and selection will always be carried out without regard to gender, sexual orientation, marital status, color, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.

For more information about LGC, please visit our website www.lgcgroup.com

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