Customer Experience Associate

Ansa Biotechnologies; Emeryville (CA); Hybrid; USD 85,000 - 91,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) retirement planning

Flexible vacation time

Job summary

Ansa Biotechnologies is looking for a motivated Customer Experience Associate in Emeryville, CA. This role involves managing orders, customer inquiries, and supporting sales efforts.

The ideal candidate will have a Bachelor’s degree in Biology, experience in customer relationship management, and the ability to work cross-functionally to enhance customer satisfaction. A comprehensive benefits package and competitive salary ranging from $85,000–$91,000 are offered.

Qualifications

• Minimum 2 years of experience in a relevant field.
• Proficiency in Salesforce with CRM management experience.
• Strong communication and interpersonal skills.

Responsibilities

• Manage customer orders and ensure adherence to policies.
• Act as the primary contact for customer inquiries.
• Support sales efforts by engaging with existing and prospective customers.

Skills

Communication skills

Analytical skills

Problem-solving

Customer relationship management

Education

Bachelor’s degree in Biology, Biochemistry, or related field

Tools

Salesforce

NetSuite

Job description

Customer Experience Associate

We are seeking a highly motivated Customer Experience Associate to join our team. This role is integral to ensuring a seamless and exceptional customer journey—from order management and onboarding to post‑sale support. The ideal candidate will be a proactive problem‑solver and a strong communicator, with the ability to collaborate cross‑functionally to support account, pipeline, and order operations. This position will also contribute to the evolution of customer experience strategies, support product launches, and help shape operational improvements within the commercial team.

Location: Willingness to work 2‑3 days in person at the Emeryville office and 6 am shift. Reports to the Emeryville, CA office and must work East Coast hours.

Key Responsibilities

• Order Processing & Management: Accurately process and manage customer orders while ensuring adherence to established policies. Coordinate with manufacturing, logistics, technical support, and informatics teams to preempt or resolve issues impacting order fulfillment.
• Customer Support: Act as the primary point of contact for customer inquiries. Deliver timely, accurate responses regarding product information, order status, onboarding, and other service needs.
• Sales Support & Inside Sales: Actively engage with existing and prospective customers to identify product needs, generate quotes, and support revenue growth. Collaborate closely with the sales team to convert inbound inquiries into sales opportunities, follow up on leads, and cross‑sell relevant products and services.
• System Operations & Data Management: Maintain and update customer data across CRM (Salesforce), ERP (NetSuite preferred), and payment platforms. Serve as a subject‑matter expert on systems supporting the quote‑to‑cash workflow and work to improve operational efficiency.
• Case Management & Triage: Oversee the customer service case/email inbox. Triage inquiries to appropriate departments such as finance, technical support, or sales, and address service‑related questions including quotes, order changes, complaints, and biosecurity concerns.
• Customer Relationship Management: Build and maintain strong, trust‑based relationships with customers. Collaborate with internal teams to anticipate and meet customer needs while identifying opportunities to enhance their overall experience.
• Documentation & Reporting: Maintain detailed records of customer interactions and resolutions. Create reports to identify trends, support data‑driven decisions, and recommend service improvements.
• Customer Feedback & Analytics: Collect and analyze customer feedback to inform service enhancements. Help implement strategies that continuously improve the customer experience.
• Continuous Learning: Stay informed on product updates, industry trends, and customer service best practices. Participate in training and actively share improvement ideas with the team.

Qualifications

• Bachelor’s degree or equivalent work experience (minimum 2 years) in a relevant field such as Biology, Biochemistry, or DNA Synthesis.
• Previous experience in the DNA synthesis industry is highly preferred.
• Proficiency in Salesforce (Sales Cloud, Commerce Cloud) with a track record of managing customer lifecycles and driving revenue through CRM tools.
• Experience with ERP systems, preferably NetSuite.
• Basic understanding of biological data and file formats.
• Excellent communication and interpersonal skills.
• Strong analytical and problem‑solving capabilities.
• High attention to detail and ability to prioritize tasks in a fast‑paced environment.
• Collaborative team player with a proactive, customer‑first mindset.
• Adaptable to changing business needs and market conditions.

Benefits & Compensation

Ansa offers a comprehensive benefits package including medical, dental, and vision plans for employees and dependents, 401(k) retirement planning, company holidays, flexible and company‑encouraged vacation time, and parental leave. Compensation is competitive and commensurate with experience, with a base salary range of $85,000–$91,000 and stock options.

Equal Employment Opportunity

Ansa Biotechnologies is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.