Customer Service Representative
4 weeks ago
Akoya Biosciences' mission is to revolutionize the field of biology and human health through the power of spatial phenotyping.
The company offers comprehensive single-cell imaging solutions that enable researchers to phenotype cells with spatial context and visualize how they organize and interact to influence disease progression and response to therapy.
Job Description SummaryThe Senior Customer Service Representative plays a critical role in ensuring customer satisfaction by working closely with APAC customers and internal teams to process and complete orders in a timely and accurate manner.
The incumbent must be able to collaborate with the Akoya Sales and Product teams to deliver best-in-class order processes and customer service.
Duties and Responsibilities- Coordinate with internal teams to ensure smooth order processing, fulfillment, operations, and logistics while maintaining excellent customer relationships.
- Accurately and timely administer orders, including receiving, reviewing, and entering sales orders into Net Suite and Sales Force.
- Serve as a liaison for customers with internal Akoya functions, such as Marketing, Sales, Logistics, Manufacturing, and Finance, to ensure on-time delivery of products that meet customer requirements.
- Receive and process customer inquiries, complaints, or non-conformances.
- Work closely with logistics, warehouse, and production teams to monitor the movement of goods and provide status updates to customers.
- Provide solutions or alternatives to solve customer issues or escalate to the appropriate Akoya team.
- Work with new customers to set up accounts, coordinating with Akoya's finance team.
- Build sustainable relationships of trust through open and interactive communication with customers and business associates.
- Maintain accurate notes in order/customer files for business continuity.
- Provide feedback to management on customer trends and issues.
- Perform other duties as assigned.
A bachelor's degree in business, biosciences, or a related field, with 5+ years of experience in a full-service customer service position or an equivalent combination of education, experience, and/or training.
Minimum 2 years of intermediate-level experience with Microsoft Word, Excel, Outlook, and ERP systems.
Ability to follow specific and detailed instructions, including SOPs and work instructions.
Excellent organizational, record-keeping, and communication skills.
Demonstrated ability to work well within cross-functional teams as a team player.
Possess an ability to learn and master complicated concepts quickly and comfortably.
A strong work ethic, the ability to multi-task, and generate high-quality results under tight deadlines.
A collaborative and proactive attitude.
Demonstrated ability to establish and maintain credibility, trust, and positive relationships internally and externally.
Bilingual English and Chinese (Mandarin) is preferred.
Compensation and BenefitsThe hiring range for this position is $35.00 per hour, which may factor in various geographic regions.
The base pay offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.
Akoya's excellent benefits program includes a selection of Medical and Dental plans, and Life, AD&D, and Short-Term Disability insurance, Tuition Reimbursement, 401(k) with immediate Company match vesting, Company-paid holidays, and more.
Akoya values bringing together individuals with diverse backgrounds and is proud to be an Equal Opportunity/Affirmative Action Employer.
We do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.
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