Customer Service Representative

3 weeks ago

San Diego, California, United States ScaleBio Full time
About the Role:

The ideal candidate will provide exceptional customer support and service to internal and external customers. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. The candidate should have experience managing order entry/fulfillment, inquiry and sales admin support, utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty.

Responsibilities:

• Provides phone and email support to internal and external customers ensuring requests are captured and resolved promptly.
• Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping to meet customer needs and revenue recognition requirements.
• Ensures communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing.
• Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery.
• Uses judgment and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.
• Seeks to understand customer needs and thinks big picture before offering solutions.
• Drives cross-functional efforts to remove roadblocks and/or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.
• Collaborates with internal teams, including Technical Support, Sales, Finance, Supply Chain and Marketing to ensure seamless customer experiences.
• Provides customer vendor set up and accurate account information in SFDC.
• Executes credit card orders.
• Works closely with the Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate.
• Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors.
• Drives continuous process improvement for order workflow.

Requirements and Qualifications:

• Bachelor's degree preferred. Equivalent years of experience considered.
• Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to listen, adjust, influence, and deliver outstanding customer experiences.
• Previous life sciences company experience a plus.
• 2+ years' experience in a customer support or sales support role or equivalent.
• Proven ability to clearly convey complex ideas and concepts.
• Proven ability to coordinate and collaborate with cross-functional teams to support customer needs.
• Proficiency in using Microsoft Office and CRM and/or ERP systems (SFDC).
• Diligent and detail-oriented with proven ability to be highly productive and accurate.
• Ability to compile data and prepare reports for ad-hoc transactional use and analyze data to drive decision making.

What We Offer:

ScaleBio provides competitive compensation, health and dental benefits, 401K retirement saving plan, state of the art laboratory facilities, and an exciting and innovative culture with the opportunity to enable a novel single cell technology.

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