Customer Success Representative

Customer Success Representative

Are you passionate about delivering world-class customer service? Join LGC as a Customer Success Representative and play a crucial role in our team! This is an outstanding opportunity to be the primary contact for our esteemed customers, ensuring they receive outstanding support and flawless service. This role is a remote position and open to candidates within the United States.

To perform this job successfully, an individual must be able to perform each of the following essential functions satisfactorily:

• Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc.
• Act as the voice of the customer internally to drive continuous improvement
• Process orders for the designated LGC entity, ensuring completeness of specifications, prices, locations, and other relevant information for both product and custom orders
• Assess individual customer requirements and direct activities to the appropriate departments
• Acknowledge customer orders, advise on changes, order status, backorders, quote prices, and any other modifications; process and route orders for shipping
• Process credit card payments when appropriate, ensuring the privacy of customer account information
• Provide required documentation related to each order to meet shipping schedules (i.e., material safety data sheets, certificates of analysis, custom orders, etc.)
• Apply the sales order entry system to provide accurate information to customers, including interpreting quotes, promotions, and credit policies
• Follow established service quality standards and meet order accuracy standards; adhere to departmental SOPs and training guidelines
• Adhere to the requirements of the company's ISO quality management system
• Perform other duties as assigned to meet business needs

Minimum Qualifications:

• High school diploma or equivalent experience (GED)
• Proven ability to engage professionally, courteously, and effectively with customers over the phone or via other mechanisms in support of customer requests
• Strong computer skills required, including working knowledge of Microsoft Office suite of products, particularly Word, Excel, and PowerPoint

Preferred Qualifications:

• Experience or working knowledge of ERP systems, ideally SAP
• Salesforce
• International order experience

Proficiencies & Behaviours:

• Demonstrated effective time management skills
• Excellent written and oral communication skills
• Strong multitasking, time management, and problem-solving skills
• Demonstrated good professional judgment, tact, and diplomacy in dealing with internal and external customers, as well as the ability to handle confidential and/or proprietary information
• Ability to work independently as well as part of a team with minimal mentorship or supervision
• Highly approachable and courteous in speaking and engaging with customers
• Highly accurate and diligent
• Aptitude to work in a complex and rapidly growing company
• Initiative and organizational skills are extremely valuable to ensure good customer service
• Resonate and operate in line with LGC's core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect.

The customary salary range for this position is: Minimum salary: $39,000 USD annually Maximum salary: $54,000 USD annually. The typical hiring range is from the minimum to the midpoint, depending on the candidate's background. Pay is determined by several job-related factors, including your skills, experience, education, and job-related qualifications.

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers' products and workflows and are valued for their performance, quality, and range.

Our values:

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief. Short listing, 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.