Client Support Coordinator

2 weeks ago

San Diego, California, United States Element Biosciences Full time

At Element Biosciences, we are dedicated to our mission of empowering the scientific community with enhanced freedom and flexibility to amplify our collective impact on humanity. We have established a highly effective product-driven organization where team members can learn, develop, and excel in a challenging yet supportive environment. Our commitment lies in scientific integrity, collaboration, honesty, objectivity, and transparency.

We are in search of a skilled Customer Service Specialist who will be instrumental in bolstering our expanding Sales and Customer Support team. This position offers a remarkable opportunity for individuals who are enthusiastic about customer service and support. This role will report to the Director of Commercial Operations.

If you possess the following qualifications and aspire to make a significant impact, we encourage you to consider this role.

Key Responsibilities:

  • Assists in the review of quotes and contracts to ensure all order details are precise.
  • Monitors activities within existing CRM systems to track call interactions and improve communication.
  • Collaborates with the Commercial and Operations teams to ensure orders are processed according to customer specifications.
  • Facilitates the collection of information from the Commercial team to guarantee that orders are fulfilled correctly on the first attempt.
  • May be tasked with downloading and uploading customer data to and from customer portals.
  • Follows up on customer orders in conjunction with Operations to meet production lead times.
  • Prepares and supplies data for customer order reports as required.
  • Maintains constant communication with Operations to align on order commitments.
  • Works alongside Customer Support and Operations to provide expedited services when necessary.
  • Ensures orders are billed accurately for any expedited services or change requests.
  • Ensures orders are finalized for invoicing.
  • Prepares documents and trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges.
  • Assists in completing forms for new accounts, credit applications, and other necessary approvals.
  • Provides ongoing support for customers post-implementation.
Qualifications:
  • Bachelor's degree in Life Sciences is preferred, along with a minimum of 4+ years of relevant customer service/support experience.
  • Experience in a startup environment is preferred.
  • Familiarity with CRM and ERP systems is advantageous.
  • Ability to adapt and quickly learn new processes, becoming a subject matter expert.
  • Excels in building relationships and collaborating across functions, with strong multitasking, organizational, and time management skills.
  • Demonstrated problem-solving abilities, organizational skills, and relationship-building capabilities.
  • Proactive and initiative-driven in business situations.
  • Strong attention to detail and follow-up skills, with the ability to manage multiple tasks.
  • Proficient in Microsoft Office applications (Excel, Word, Access, PowerPoint, Outlook).
  • Capable of generating reports and identifying trends.
Physical Requirements:
  • Occasionally lifts boxes weighing up to 20 pounds.
Job Type:
  • Full-time/Exempt.
Compensation:
  • Base salary range of $75,000 - $91,000.
In addition to the base salary mentioned above, you will be eligible for stock options, a discretionary annual bonus, no-cost health insurance plans, a 401k with company match, and flexible paid time off.

We promote an environment where all individuals are given the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status, or any other characteristics protected by law.

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