上海招聘

  

  

About the role

  

 

  

Helping our customers achieve their mission faster is what we are all about. We have our customers in mind in everything we do. We aim to provide a world class experience for our customers through the channel of the customer’s choice, whether it’s using our website, email or talking to our talented Customer Service Specialists.

  

As a Customer Service Specialist, you should love to help people and solve problems. You need to be able to prioritise, multitask, think logically and communicate well. Attention to detail is very important as we really want to get it right for our customers the first time. Previous service centre experience isn’t necessary but ideally you have customer service experience and understand the importance of giving every customer an excellent experience.  

  

 

  

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.

  

 

  

Roles & Responsibilities

  

 

  

• Handle customer enquiries by emails and telephones

• Ensure do the best to offer excellent service to our customers

• Ensure KPI are achieved

• Focus on tNPS and always work out improvements to provide better service

• Fully understand and manage the whole ordering process of distributor ordering model and KA /end users ordering model

• Externally monitor and coordinate with KA/ end users and distributors on their quotation issuing, order process, payments and shipments in terms of compliance, accuracy and on time.

• Internally communicate with finance and logistic team on operation side to meet the needs of KA and arrange the shipments

• Coordinate with AbGenius team and sales team to support related service

• Create new KA in sales cloud, manage the hierarchy and associate to the orders in order to reflect on Tableau correctly

• Support LVO on cost calculation and lead time inquiry with supply chain LVO/bespoke team and communicate internally

• Handle distributors and end users’ requests of investigate authenticity of products

• Cooperate with Mkt team to launch regional promotion and apply discount to orders

• Proactively contact customers with information about their order

• Support other team members when needed

• Recommend promotions and product alternatives to customers when appropriate

• Look for ways that you can continually improve how you do your job

• Complete the tasks manager assigned to you on time

                                    

• Monitor and trace the shipments to the customers until be received and cooperate with logistic team to handle any unusual shipments

• Be supportive on China Project in terms of CS part and take part in training related activities.

   

      

 

  

 

  

About you

  

 

  

• Passionate about providing excellent customer service

• Basic level of customer service experience

• Good level of computer literacy, prior knowledge of CRM systems is a bonus

• Customer focused approach, with customer satisfaction being a core driver

• Problem analysis and problem-solving skills

• Ability to prioritize

• Good level of spoken and written English

• Well-developed communication skills (both written and verbal including numeracy) and listening skills

• Excellent objection handling skills

                  

  

Abcam由Jonathan Milner博士创立于1998年，总部位于英国的剑桥科学园，是全球最知名的生物试剂抗体供应商之一，同时拥有全球生物抗体行业领导者地位。
Abcam所拥有的兔单克隆抗体（RabMAb）专利技术，是继鼠单克隆抗体技术获得诺贝尔奖之后取得的重大突破。

Abcam 于在2004年获得了对于生物界公司不可多得的英女王奖，拥有很好的知名度和口碑；
2005年11月在伦敦证券交易所上市，在2011并购了美国的 MitoSciences 公司，加强了免疫分析方面的产品供应；
同年也并购了英国的 Ascent Scientific 公司，开展了生化试剂的供应；
在2012年，Abcam 并购了美国的 Epitomics 公司，成为一家有领导地位的 RabMAbs？ 供应商；
作为世界著名的抗体王国,abcam以优质、齐全的产品、完善的网络支持功能和强大的技术支持队伍得到全球客户的认可和赞誉。

目前Abcam全球已经超过10个分公司，分布于欧洲，美洲和亚太区域，在剑桥、旧金山、尤金、布里斯托尔、香港、东京、上海和杭州均设有分公司。

Abcam 上海分公司主要负责Abcam在中国大陆地区的市场和销售，团队包含市场，销售，客服，技术支持以及支持部门。
Abcam杭州分公司是全球研发中心之一，拥有目前全球最先进的设备和实验中心，主要负责公司最重要的产品线之一 ，是abcam兔单抗的研发和生产基地，拥有的5000多个高质量抗体已销售全球市场，其中有200多个用于临床肿瘤诊断。这些抗体为科研人员和医务人员研究和寻找治疗方法提供了更有效的工具。

福利待遇：作为传统的英国公司，公司非常看重员工关怀，对在职员工，公司会根据国家要求提供完善的福利，除此之外还会提供餐补，班车，年度体检，带薪年假，弹性工作，补充医疗保险，员工旅游，高温补贴等等。