LGC is a leading, global life science tools company, providing mission-critical components and solutions for high-growth application areas across human healthcare and applied market segments. Our high-quality product portfolio comprises mission-critical tools for genomic analysis and 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 tools play a key role in customer workflows from discovery applications through to commercial manufacture and enable its customers to bring new diagnostics and therapies to market; progress research and development; optimize food production; and continuously monitor and enhance the quality of food, the environment, and consumer products.

LGC’s 175+ years of scientific heritage, combined with a track record of innovation and value-enhancing acquisitions, has enabled the company to build its product portfolio and expertise, and develop deep relationships with customers, industry partners, and the global scientific community. Join us and help us achieve our mission of Science for a Safer World!

Overview

Ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high-quality image and standards provided by LGC. Communicating courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are escalated to the appropriate team.

Key Responsibilities

• Provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are met, and customers informed of any delays in advance.
• Responsible for the daily CRM Case Management System, ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
• Run end of day check reports to ensure that all incoming orders and orders created have been processed to released status and resolve any problem orders.
• Ensure that the agreed promised delivery dates to customers are maintained and that changes are relayed to the customer prior to the delivery date with notes maintained in ERP and CRM systems to ensure communication lines and history.
• Improve back-order management and up-dates to customers by monitoring and chasing Operations and/or Procurement on product delays.
• Register customer complaints by logging into the CRM Case Management System and ensure the KPI reporting is maintained, and issues escalated to the Manager.
• Process RMA’s (Return Material Authorizations) to issue refunds/credit notes or compensation to customers to agreed values as determined by the Manager.

Education and/or Experience

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

Experience: 2 - 3 years of customer service experience or 3 - 5 years of call center experience

What we offer (US-based-employees):

• Competitive compensation with a strong bonus program
• Comprehensive medical, dental, and vision benefits for employees and dependents
• FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
• Deductible Buffer Insurance and Critical illness insurance
• 401(k) retirement plan with a matching employer contribution
• Company-paid short- and long-term disability, life insurance, and employee assistance program
• Flexible work options
• Pet Insurance for our furry friends
• Enhanced Parental leave of 8 additional weeks
• PTO that begins immediately
• Town Hall monthly meeting onsite/virtual, Cheer program where employees are recognized for outstanding work, Companywide social events, frequent catered lunches, and much more!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Call center
• Hybrid remote

Work Location: Hybrid remote in Manchester, NH 03103

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