Senior Customer Service Specialist

San Diego - Headquarters Customer Support Full-time
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We are passionate about our mission to develop high performing products to study genomics with unprecedented flexibility and quality that enable researchers to better understand biology for the improvement of global health. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. 

Element Biosciences is a multi-disciplinary startup focused on innovating genetic analysis tools for the research and clinical markets. Element’s technology will broaden the end user experience through improved data quality and simplified workflows to benefit discoveries and diagnosis in healthcare.

We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. We offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives.

We are currently seeking a strong Senior Customer Service Specialist to help support our growing Sales and Customer Support team. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  • Supports quote & contract review to ensure all order details are accurate
  • Track activities within existing CRM systems to track call activity & enhance communication
  • Aligns with Commercial and Operations team to ensure orders will be processed per customer’s specification
  • Supports gathering information from Commercial to ensure the order is completed for all parts to be processed the first time
  • May be required to download and upload customer data to and from customer portals
  • Follows up on customer orders working with Operations to meet plant lead times
  • Prepares and provides data for customer order reports as requested
  • Constant communication with Operations to align on order commitments
  • Works with Customer Support and Operations to provide expedites when needed
  • Ensures orders are billed accurately for any expedites or change requests
  • Ensures orders are completed to move to invoicing
  • Prepares documents/trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges
  • Supports the completion of forms for new accounts, credit applications, and other applicable approvals
  • Providing ongoing support for customers post implementation

EDUCATION AND EXPERIENCE:

  • A minimum of 6+ years of related experience
  • Experience working in a startup environment preferred
  • Knowledge and/or experience with CRM and ERP systems preferred
  • Maintains customer records by updating account information
  • Follows up and coordinates customer issues to ensure resolution
  • Supports financial accounts by processing customer adjustments
  • Ability to learn a new process quickly and be a subject matter expert in the process
  • Excels at building rapport and working cross-functionally, multi-tasking, organization and time management
  • Strong organizational and time management skills, ability to adapt
  • Demonstrated ability to be proactive and take initiative in business situation
  • Strong relationship management skills
  • Ability to problem solving, manage conflicts and escalated issues
  • Strong attention to detail and follow-up skills/multi-task
  • Experienced in Microsoft Office applications (Excel, Word, Access, PowerPoint, Outlook)
  • Ability to run reports and identify trends