Senior Customer Service Specialist

**Company Description**:
**From global research discoveries to clinical breakthroughs - our vision is to become the most influential life sciences company for researchers. If you are motivated by making a real impact to people’s life and have a desire to work in a passionate and diverse community, Abcam is the place for you.**

Our culture is driven by our dedicated, agile and audacious community of professionals who are driven by a combined purpose and sense of belonging. We’re incredibly proud to be recognised as one of the top 5 best places to work in the UK for two years running, as per Glassdoor’s Employees’ Choice Award.

Abcam Customer Operations has an ambitious strategy and fast paced transformation agenda. A key part of that strategy is to invest in our ability to accelerate fulfilment of orders that have been placed and not dispatched. The Order Bank is the key vehicle for managing those orders and is a critical customer point of engagement. This role will be the go-to point of contact for all customer facing teams in Sales & Service. You will be collaborating mainly with the Supply Chain and Sales, but also with Logistics, Trade Compliance and Manufacturing teams to enable the rapid fulfilment of customer orders.

To be successful in this role you should understand the importance of being proactive, delivering predictably for our customers, utilising insight, knowledge and a problem-solving growth mindset to work with a global team. Ensuring both that orders are fulfilled and that customers are kept informed throughout the process.

**Roles and Responsibilities**:

- Accountable for managing Global Order Bank by co-ordinating between Supply Chain, Trade Compliance, Logistics, Commercial and CMO to ensure that orders progress to dispatch stage efficiently.
- Have a complete understanding of all order management related tasks, working with Supply Chain, Finance, CMO, Sales, & Distributors to understand how and why orders are processed and the use of the correct status within Abcam Order Management systems.
- Work closely with the key partners including logistics, trade compliance, supply chain, finance and FedEx to ensure orders are delivered on time and the process for delivering those orders is appropriate.
- Collaborate as appropriate with Mission Prep/Mission Support and Sales when customer contact is needed
- Be continuously reviewing processes and making suggestions to improve Mission Acceleration processes to support the customer.
- ** Order management tasks include, but are not limited to**:

- Handling High Priority Customer Orders - working in collaboration with planning and logistics teams to ensure that Sales orders are released and delivered in a promptly manner. Ensure that stock reservation is made and take necessary steps required to complete the fulfilment.
- Informing customers about lead-time changes to their Sales Orders.
- Cancelling and recreating orders with asset change.
- Customer outreach - working cross functionally with the Supply Chain, logistics and manufacturing teams to ensure that our customers stay informed about changes to their products.
- Unpublished /deprecated items - ensure these orders are actioned appropriately and alternatives suggested.
- Monitoring order holds to ensure timely delivery
- Updating customers about status of their purchase orders
- Prioritising customer complaints to ensure that order fulfilment is followed through to a completion stage
- Other administrative tasks

**Qualifications**:
You are proactive and excellent communicator with a high level of attention to detail. You are commercially aware of the wider impact of managing the Order Bank and its effect on Company performance and have the ability to navigate and analyse data to determine the right actions to deliver to the customer’s needs.

You have a customer focused approach, with customer satisfaction being a core driver along with an understanding of Net Promoter Score. You are Confident working & leading in cross functional teams to ensure a seamless customer experience and always looking for improvements. Your global team player mentality means you will take on tasks and work through to completion using your cultural awareness. You can prioritise your workload and work efficiently in a fast-paced environment.

**Additional Information**:
We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why we offer all kinds of ways to enable you and your loved ones to be well and live well. You can expect;
- A culture focused on well-being and opportunities for growth and development. We provide a wide range of training opportunities, for both professional and personal development.
- The freedom to work in a way that works for you, with a focus on maximising productivity and innovation at work whilst reducing environmental impact.
- A performance-based share plan, inspiring and rewarding our people as we deliver Abcam’s strategy.