Company Description
LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science in order to ensure the safety and integrity of services and products, in line with our vision of science for a safer world!
Job Description
Customer Service & Sales Executive
Are you a people-focused problem solver with a passion for science and service?
We are looking for a skilled and motivated individual to join our Customer Service team. The ideal candidate will require a background or experience in the scientific or chemistry field and a passion for providing exceptional support to clients. This role bridges technical expertise and customer satisfaction, ensuring clear communication and effective resolution of inquiries.
About the Role
As a Customer Service & Sales Executive, you’ll be the front line of communication between LGC and our customers — supporting order processing, responding to product enquiries, generating formal quotations, and helping us uphold our outstanding reputation for quality and service. You'll liaise with internal teams, suppliers, and clients to ensure that customer expectations are exceeded at every turn.
Key responsibilities and accountabilities:
• To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high-quality image and standards provided by LGC.
• To ensure that all customer price requests received are responded to by production of a formal quotation and quotations are followed up within agreed timescales and conversion rates.
• To respond to “Tender” requests which are not being managed by the Business Development Teams or Sales Specialists.
• To ensure that all customer orders received are entered correctly into the Pastel/ERP system on the day of receipt or within agreed timescales for order type and that the customer receives an email notification on release of the order.
• To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are and customers informed of any delays in advance.
• To improve back-order management and up-dates to customers by monitoring and chasing Shipments and or suppliers on product delays.
• Communicating courteously with customers by telephone, email and Service Cloud ensuring queries outside the remit of order entry or your level of expertise are escalated to the appropriate team.
• To be responsible for the daily management of Service Cloud Case ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
• To register customer complaints by logging into the Service Cloud (or local) Complaint System and ensure the KPI reporting is maintained, and issues escalated to the Manager.
• To communicate closely with field sales personnel to ensure they are kept in the loop with matters arising regarding their customers and to provide customer feedback.
• Taking responsibility for ensuring that customer expectations are exceeded against response KPI’s
• To learn about LGC Standards products and services and keep up to date with changes
Qualifications
What We’re Looking For
We’re after someone enthusiastic and driven, with a background in chemistry or a scientific field, and a passion for customer service. Demonstrate attention to detail, maintain a professional demeanor, and excel in fast-paced environments.
Key skills & experience:
- Previous experience in a sales support or customer service environment
- Experience with quotations, order entry, and working with ERP/CRM systems
- Excellent written and verbal communication
- Thrives in high-pressure environments, maintaining focus and efficiency to meet deadlines and deliver quality results
- Proficient in handling high-pressure situations with efficiency and composure
- Strong IT skills: MS Office, Excel, Outlook, MS Teams
- Knowledge of ERP systems such as SAP, Oracle, SAGE, or Pastel
- Experience using Service Cloud or similar CRM tools
- A chemistry degree or equivalent experience is highly desirable
Essential:
- Valid Driver’s License and own transport
- High school diploma
- Valid passport (for occasional travel if required)
Additional Information
ABOUT LGC:
LGC is a leading, global life science tools company, providing critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of meaningful tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are appreciated for their performance, quality, and range.
Our values
- PASSION
- CURIOSITY
- INTEGRITY
- BRILLIANCE
- RESPECT
Equal opportunities
LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, colour, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy, religion, or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age, or trade union membership.
For more information about LGC, please visit our website www.lgcgroup.com
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