At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and support for UK clients.
- Company: Join a pioneering biomedical company with over 35 years of innovation.
- Benefits: Enjoy a hybrid working model, ongoing training, and a diverse work environment.
- Other info: Opportunity for continuous learning and career growth in an international setting.
- Why this job: Make a real impact in biomedical research while developing your leadership skills.
- Qualifications: Experience in customer service and team leadership; strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
- Full-time
- Location: London
- Functional Area: Customer Service
- Company Description
For more than 35 years, we have been developing cutting-edge science and technology to empower biomedical research and personalized medicine.
We combine excellence from more than 60 disciplines in natural sciences, engineering, and informatics to make a significant contribution to biomedical sciences.
We encourage a creative working environment driven by pioneering spirit – to seek new horizons – boldly envisioning the future and turning it into reality.
Today, more than 5000 experts from over 75 countries contribute to our sustainable success.
Job Description
The Group Leader Customer Service will manage the Sales and Service Support team responsible for UK/I customers and ensure excellent customer experience.
The team is responsible for smooth order entry, on-time delivery of products and instruments, proper complaint handling and excellent support to the sales team.
Responsibilities and day-to-day tasks include
- Operational and disciplinary leadership of Sales and Service Support team including employee development.
Setting objectives, monitoring performance, and providing regular feedback and support for professional growth on continous basis.
- Ensure high-quality, timely responses to customer inquiries, order processing, and issue resolution on daily basis.
Oversee escalation processes so that urgent matters are handled quickly and effectively.
- Optimising process and system management and increase the efficiency of the Sales and Service Support team via regular evaluation and optimization.
Ensure order entry accuracy for both products and spare parts, maintaining data integrity in ERP/CRM systems.
- Coordination of service admin support (e. g. spare parts and units management).
Manage spare parts ordering, stock levels, and fulfilment, working closely with the service team to meet turnaround targets.
Collaborate with service engineers and planners to ensure parts availability aligns with maintenance and repair schedules.
Support third party management, return shipments and demo shipment pools.
- Coordination support for tenders in close coordination with sales and marketing team.
- Track and report KPIs including order accuracy, response time, customer satisfaction, and spare parts fulfilment rates.
Gather customer feedback and work cross-functionally to improve service delivery and operational performance.
Qualifications
- Bachelor’s degree in Business, Sales, Marketing, or a related field preferred.
- Minimum of 3-5 years of experience in sales support, customer service, or a related role.
- at least 1-2 years experience with supervision or team leadership.
- Hands-on, agile leader, comfortable multitasking and coordinating across multiple teams.
- Proficiency in using Microsoft office applications (MS Word, MS Power Point, MS Excel and MS Teams) and ERP/CRM systems. Experience with SAP is a strong plus.
- Fluent in English and excellent business communication skills (verbal, written).
- Additional Information
The Sales Support team is located in our office based in Bisley, Surrey. A hybrid working model can be discussed. A valid work permit / UK residency is expected.
What we offer
- Diversity: International teams and cross-border intercultural communication
- Room for creativity: It’s the most clever solution that we always strive for
- Miltenyi University: A clever mind never stops learning, take advantage of our in-house Training Academy
Group Leader Customer Service UK (m|f|d) in Woking employer: Miltenyi Biotec
Miltenyi Biotec is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration among its employees. With a strong commitment to professional development, team members have access to numerous growth opportunities and resources to enhance their skills in the biopharma sector. Working remotely within the EU allows for flexibility while being part of a global team dedicated to advancing science and improving lives.
StudySmarter Expert Advice🤫
We think this is how you could land Group Leader Customer Service UK (m|f|d) in Woking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Miltenyi Biotec. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Miltenyi Biotec before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Group Leader Customer Service UK (m|f|d) in Woking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Miltenyi Biotec:Your cover letter is your chance to shine! Tell us why you want to work at Miltenyi Biotec specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Miltenyi Biotec!
How to prepare for a job interview at Miltenyi Biotec
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
