Customer Solutions Specialist

Location
San Diego, CA
Posted
Nov 18, 2021
Ref
4188173004
Hotbed
Biotech Beach
Required Education
High School or equivalent
Position Type
Full time

We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. 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. We offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives.

We are currently seeking a strong Customer Support Specialist to help support our Sales and Customer Success teams. 

What will you be doing?

  • 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 What skills / experience do you need?

REQUIRED SKILLS/ABILITIES:

  • Knowledge and/or experience with CRM systems preferred For internal Element use only

  • Maintains customer records by updating account information

  • Follows up and coordinates customer issues to ensure resolution

  • Supports financial accounts by processing customer adjustments

  • Supports gathering data for service reports

  • Excels at building rapport and working cross-functionally, multi-tasking, organization and time management

  • Bachelor’s Degree or equivalent

  • Skilled in problem solving

  • 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 manage conflicts and escalated issues

  • Ability to multitask

  • Strong attention to detail and follow-up skills

  • Experienced in Microsoft Office applications (Excel, Word, Access, PowerPoint, Outlook)

EDUCATION:

• Associate or Bachelor’s Degree in a Life Science, Business, Customer Relations or related field, or equivalent combination of education and extensive relevant experience.