Customer Support Representative

We are currently looking for a Customer Support Representative (shift 7am-4pm/8am-5pm/9am-6pm) to join the current team.

The company

Integrated DNA Technologies (IDT) is an American company of which the European branch is based in Heverlee, Belgium. IDT’s core business is the production of short DNA strands called oligonucleotides, which can be used for various purposes like diagnostic tests for breast cancer or AIDS, research to discover new drugs and producing safer and more plentiful agricultural products.

Role description

As a Customer Support Representative you are the first point of contact for customers and your aim is to help the customer as much as possible with his/her questions. Giving updates on orders, setting up quotes, following up on shipments, giving advice on products, providing technical support … It’s all part of this diverse job.

The ideal candidate has a bachelor’s degree or equivalent in a science related field, preferably in molecular biology. If you have a first experience in a customer service position and you are eager to learn more on molecular biology, your application will definitely be taken into account. Since the big majority of the customers you get in contact with is located abroad, a good knowledge of English, both written and spoken, is necessary. If you master any other languages then that’s definitely a plus. Communication happens via e-mail, web chat and phone. So good computer skills are a must to perform this job well.

Are you a social, customer friendly, helpful person who treats everyone with respect? Are you born to multitask and do you want to know everything about DNA and molecular biology? Do you like to combine a customer support function with now and then some receptionist tasks? Then this might be the perfect job for you.

Responsibilities

• Understand IDT’s approach to customer service and recognize your role in satisfying IDT’s customers.
• Answer all types of incoming customer calls and inquiries concerning IDT products and services. Contact is primarily through email, web chat and phone.
• Provide recommendations to customers to improve their experience using IDT’s products and services.
• Resolve customer order issues.
• Document all customers’ interactions in the Customer Relationship Management (CRM) database.
• Assist with the invoicing process as necessary. 
• Review orders before and after manufacturing for products that require extra follow-up.
• Review of daily reports.
• Generate price quotes and pro-forma invoices as required.
• Learn to interpret quality assurance documents for IDT products such as ESI traces, Analytical HPLC traces and manufacturing history records.
• Maintain a general knowledge of molecular biology and IDT product applications.  Examples include: PCR, cloning, mutagenesis, qualitative analysis, ELISA, FISH, microarrays and bioinformatics.  
• Back up for the reception.
• Perform other duties as specified by management.
• Be aware of the quality and environmental policy and contribute to achieving quality and environmental goals by following all related procedures and work instructions. And by doing so adhere to the requirements of the ISO 9001, 13485 and 14001 standards applied within the company, where applicable.

Requirements

• High school degree or bachelor’s degree in molecular biology, chemistry or related, with 1-2 years’ lab experience or relevant experience working in a customer service position.  
• Must be able to read, write and speak English fluently. Good knowledge of Dutch is a plus. Other languages preferred.
• Must be highly organized and able to multi task.
• Must be able to interact in a professional manner with customers, employees and all levels of management. 
• Must have excellent computer skills (Microsoft Excel-Word-PowerPoint).
• Must be able to work over 40 hours per week, if required.

Other information

Contract of indefinite duration - Full-time - Market-based compensation - Meal vouchers - Group insurance - Hospitalization insurance. 

You will work in team in a fast growing successful company. 
A pleasant young environment with the possibility of training.

• Integrated DNA Technologies BVBA
• +016282265

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