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Customer Service Associate, DNA Synthesis

3 months ago

Oakland, United States Actalent Full time

Seeking a highly motivated Customer Experience Associate to join our team. The ideal candidate will be responsible for providing exceptional customer support by ensuring a seamless experience for our customers by supporting account and order management. This role will be a valuable voice in the department development and operations plans for the commercial function, product launches, and customer experience.

Key Responsibilities:

+ Order Processing and Management: Process and manage customer orders, ensuring accuracy and timely delivery. Collaborate with internal teams such as manufacturing, logistics, and fulfillment to address any potential issues or delays in order processing.

+ Customer Support: Serve as the main point of contact for customers, addressing inquiries and providing timely and accurate assistance for all customer-related matters, including product inquiries, order status, and technical support.

+ Case Triage: Be the primary manager of the case and email inbox. Review each case and triage to appropriate person for service, technical, or sales.

+ Relationship Management: Develop and maintain strong relationships with customers, acting as a trusted advisor and proactively identifying opportunities to enhance their experience. Collaborate with cross-functional teams to meet customer needs and exceed expectations.

+ Documentation and Reporting: Maintain accurate records of customer interactions, inquiries, and resolutions. Generate reports to analyze trends and recommend improvements to enhance customer service processes as needed.

+ Customer Feedback and Analytics: Collect point and participate in analysis of customer feedback to identify areas for improvement and implement strategies for enhancing the customer experience.

+ Continuous Learning: Stay updated with industry knowledge and product advancements through attending training sessions, workshops, and industry conferences. Proactively identify continuous improvement opportunities and share best practices with the team.

Requirements:

Bachelor's degree or equivalent work experience preferably in a relevant scientific discipline.

Prior experience in the DNA synthesis industry, with a strong understanding of DNA synthesis processes and applications, highly desirable.

Proficiency in Salesforce, with a proven track record of effectively utilizing the platform for managing customer interactions and driving sales performance.

Excellent communication and interpersonal skills, with the ability to effectively and confidently engage with customers and internal stakeholders.

Strong problem-solving skills and ability to think analytically to provide technical solutions to customers.

High attention to detail and ability to multitask in a fast-paced environment.

Team player with the ability to collaborate effectively across departments.

Self-motivated and proactive in finding ways to enhance the customer experience.

Ability to adapt to changing business needs and priorities.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

+ Hiring diverse talent

+ Maintaining an inclusive environment through persistent self-reflection

+ Building a culture of care, engagement, and recognition with clear outcomes

+ Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.