Customer Service Admin

Customer Experience Admin

By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range: $44,300.00 - $72,950.00

The duties of this position include working on improvements and efficiencies to the ASD questionnaire process, by utilizing an AI agent, working with QA to develop a generic questionnaire, and collaborating with cross-functional owners to ensure a timely response to customers. This position also includes exploring and advocating for improvements to the Notification process by working with stakeholders to clearly define customer database needs and to unify the process across business units. The Customer Experience Admin will also evaluate the use of AI in the citation process if contractually possible with the journals, and work to unify the process across business units. Perform additional related duties as assigned.

ESSENTIAL FUNCTIONS

ASD Customer Questionnaires

Take lead on training the AI agent to answer the majority of ASD customer questionnaires

Engage with cross-functional owners to ensure the questionnaires are completed on time

Work with the AI agent and Quality Assurance team to develop a generic questionnaire to reduce need to answer customer-specific questionnaires

Product Citations

Work with RSD and ASD teams to unify citation process in preparation for migration to the new R&D Systems website.

Evaluate use of AI agent to review citations and assign products, applications, and species to determine feasibility of AI integration into this workflow, if feasible after contract negotiations with journal vendors.

Notification Improvements

Work with Technical Service and IT teams to clearly define the requirements for an improved customer list database

Work to better unify the notification process for R&D Systems and Protein Simple products

Follow company policies and practices as outlined in the Handbook and follow guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance with the job. Perform additional duties as assigned, including assisting other departments as needed.

JOB SPECIFICATIONS

Education and Experience:

This position requires a minimum of a bachelor's degree, that included courses the in Biological Sciences, Biochemistry or equivalent. Working knowledge of Microsoft Word, Excel, and Outlook is required. Knowledge of Salesforce or similar CRM is preferred. Working knowledge of Microsoft Access is preferred.

Knowledge, Skills, and Abilities:

Computer skills that include working with the full suite of Microsoft Office products. Strict attention to detail. Ability to work with a variety of computer applications and quickly apply these tools to fulfill the duties of the job with respect to communications, documentation, and customer support. Skill in establishing effective interpersonal relationships such as the ability to solicit key ideas and information. Skills in problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action. Ability to make effective decisions and execute an appropriate course of action considering all relevant variables. Proficient in planning, organizational, time management, and multi-tasking skills. Excellent verbal and written communication skills. Knowledge of safety and company rules and policies. Ability to handle sensitive and proprietary information with discretion and confidentiality. Ability to work hours that conform to standard business operations (7:00 A.M. to 6:00 P.M.).