Job Description

Job Title: Customer and Service Operations Associate
Location: Ashford
Join a Leader in Biopharma Research & Development!
Are you ready to advance your career in a high-growth industry? Our client, is at the forefront of biopharma research and development, providing essential laboratory instrument maintenance and repair services. We are expanding our dynamic Operations team and are seeking a dedicated Customer and Service Operations Associate to play a pivotal role in our continued success.
About the Role:
As a Customer and Service Operations Associate, you will be the heart of our service delivery, managing crucial customer relationships and orchestrating seamless service operations. You will report directly to our Service Director and collaborate closely with our internal service division managers. This role is ideal for a proactive individual with an operational mindset and a passion for delivering exceptional customer experiences.
Your Key Responsibilities Will Include:

• Customer Relationship Management: Act as the primary point of contact for clients, understanding their needs, and effectively communicating how Holmes Analytical's value proposition solves their challenges. Build strong, trust-based relationships.
• Service Coordination & Diagnostics: Facilitate remote diagnostic consultations to support field service engineers in preparing for site visits or resolving issues remotely.
• Work Order Management: Create accurate and detailed service work orders, incorporating customer requests, identified issues, and initial diagnostics from our engineers.
• Resource Allocation: Assign and prioritise service work orders to our field service engineers in close collaboration with engineering team leaders.
• Parts Management: Oversee the check-out and check-in process for parts utilised by field service engineers.
• Documentation & Compliance: Gain a solid understanding of our ticketing software (Salesforce) and ensure all service documentation, time entries, and quality control procedures are meticulously followed by the engineering team.
• Billing & Reporting: Review, update, and submit work orders to generate accurate billing and compliance documentation.
• Issue Resolution & Process Improvement: Proactively resolve customer complaints and identify opportunities to improve operational processes, preventing future issues.
• Customer Advocacy: Act as a client advocate, ensuring our services align with customers' long-term interests and continuously working to enhance their experience.
• Performance Monitoring: Consistently survey customer satisfaction and contribute to tracking relevant performance metrics.
• Adherence to Policy: Ensure strict adherence to company policies and accounting procedures.

Who We Are Looking For (Person Specification):
The ideal candidate will bring three (3) years of progressive and successful experience in a customer support leadership or account management role within an operating company, ideally with proven expertise in delivering success for top-tier customers.
We value individuals who embody the following characteristics and qualities:

• Exceptional Communication: An empathetic listener with excellent oral and written communication skills, capable of understanding and articulating customer needs effectively.
• Strong Customer Management: Ability to prioritise customer needs, elevate critical issues, and drive positive impacts on customer advocacy, retention, and growth.
• Drive to Achieve: Embraces challenges with determination and perseverance, consistently striving to accomplish goals.
• Operational Mindset: Possesses intellectual curiosity about business operations, a keen focus on process improvement, and the ability to track and report relevant performance metrics against achievable goals.
• Desire for Business Improvement: A proactive mindset to recommend and implement change, taking responsibility and inspiring others to share the organisational vision.
• Comfort with Information Technology: Utilises technology to enhance access to business-critical information, streamline processes, minimise errors, and reduce administrative costs.
• Personal Attributes: Demonstrates and embodies our core company values: Professionalism, Accountability, Commitment, Tenacity, and Stewardship.

Compensation & Benefits:
We offer an attractive compensation package, including a competitive base salary, performance-based bonus opportunities, and a comprehensive benefits package.
Apply Today!
If you are a driven and customer-focused professional looking to make a significant impact in a thriving biopharma service company, we encourage you to apply.