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 aspirational strategy supporting a bold transformation agenda. A key part to the strategy is the creation of a new global customer facing team, called Mission Prep. The team’s purpose is to help our customers prepare and re-stock for their mission, ensuring they get off to the best possible start, as fast as possible. We need dependable, high-performing talent focused on results to join this effort.

You will need to be comfortable in an environment where change is a constant, at Abcam we are always striving to improve everything we do.

**About this role**
- Handle all customer/distributor contact and queries on a wide range of topics such as quotes, stock, delivery dates and documentation
- Deal with all hyper care situations including complaint and escalated customer cases
- Partner with the Mission Acceleration Centre to provide a seamless customer experience
- Owns each customer case from start to finish to ensure the customer is informed at all stages of their experience
- Work closely with key distributor partners, managing orders and related activities

**Qualifications**:
**About you**
- Passionate about delivering outstanding customer service
- Customer focused approach, with customer satisfaction being a core driver - understanding of Net Promoter Score
- Takes ownership and initiative to handle customer concerns
- Can handle customer objections whilst showing empathy
- Spots opportunities for improvement and acts on them
- Demonstrates cultural awareness both internally and externally
- Team player mentality: willingness to take on tasks and work them through to completion
- Excellent communications skills in all aspects of customer contact
- Essential language competencies English
- Ability to multitask, prioritise and meet deadlines
- Ability to work independently from own initiative

**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.
- Attractive and flexible package including 18 weeks full paid maternity leave and 6 weeks full paid paternity leave, increased holiday allowance over time and much more.

Abcam is an Equal Opportunity Employer and makes all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.

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