Customer Support Associate

BioTalent Canada; Vancouver; On-site; CAD 58,000 - 80,000; Full time

Job summary

A leading biotech company is seeking a passionate Customer Support Associate in Vancouver. This role involves processing orders, providing customer service via various channels, and collaborating with internal teams. Ideal candidates have strong communication skills and a degree is an asset. The position offers a competitive salary and benefits, fostering career development in a dynamic environment.

Benefits

Competitive salary

Excellent benefits

Career development opportunities

Qualifications

• Previous experience in Customer Service and/or Order Processing is an asset.
• Strong data entry skills with high accuracy required.
• Must be able to learn new programs quickly.

Responsibilities

• Support assigned geographical territory for orders and inquiries.
• Maintain data integrity by accurately processing orders.
• Resolve customer issues via Live Chat, Phone, and Email.

Skills

Excellent verbal communication

Excellent written communication

Strong attention to detail

Problem-solving ability

Adaptability

Education

Bachelor’s Degree (BSc or equivalent)

Tools

Microsoft Suite

Google Suite

Job description

If you’re a proactive self-starter who loves connecting with people and are looking to work with one of Canada’s largest biotech companies, this could be the perfect opportunity for you!

We are seeking a passionate and ambitious Customer Support Associate to join our high-performing and collaborative team. This role offers excellent growth opportunities and the chance to interact with both internal departments and external stakeholders. As a Customer Support Associate, you will be responsible for receiving and processing orders, coordinating shipments, answering phones, responding to emails, and providing prompt responses to customer queries while delivering exceptional customer service. The ideal candidate will possess excellent verbal and written communication skills, along with the ability to learn quickly and work independently to troubleshoot and resolve issues. If this sounds like a good fit, we would love to hear from you!

Please note that this role may require schedule flexibility to support business needs.

Duties and Responsibilities

• Effectively support assigned geographical territory and field the majority of orders, inquiries, and sales rep requests from that territory and various departments to meet service goals
• Maintain good data integrity by accurately submitting and processing customer and internal orders in the enterprise resource planning system
• Manage open orders in the system that are unable to ship right away (backorders, standing order, specific batch requests, etc.) by following up with the appropriate departments, coordinating inventory if necessary, and troubleshooting issues in the system
• Resolve customer and order-related issues by providing solutions to customers through Live Chat, Phone and Email channels
• Communicate cross-functionally with various internal teams including Sales, Technical Support, and Distribution Teams to ensure orders are entered, shipped, and invoiced in a timely manner

Knowledge and Requirements

• Previous experience in Customer Service and/or Order Processing is an asset
• Bachelor’s Degree (BSc or equivalent is an asset)
• Knowledge of and experience with the Microsoft or Google suite of programs with a proven track record to learn new programs when required
• Strong data entry skills with high accuracy and excellent attention to detail
• Excellent verbal and written communication skills in English required
• Open-mindedness and the ability to think on your feet and adapt quickly to solve problems will be essential

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The annual base salary for this job ranges from:

$58,500.00 – $79,100.00

STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package including health benefits, retirement savings, and more.