Customer Experience Specialist (3260220)

OCASA Life Sciences; Martinez (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

OCASA Life Sciences seeks a day-to-day customer support specialist to manage inquiries, service requests, and operational issues through our ticketing system. You will log and prioritize tickets, coordinate with Operations, Transportation, and Quality, and keep customers informed through closure.

English proficiency is mandatory and experience in logistics or life sciences is a plus. Proficiency with CRM tools and Microsoft Office is expected, and you will own cases through resolution while

Qualifications

• Experience in customer service or operations support, preferably in logistics or service organizations.
• Strong written and verbal communication skills in English.
• Ability to manage multiple requests simultaneously and prioritize urgent issues.

Responsibilities

• Receive, log, and manage customer support tickets.
• Assess cases, gather information, and prioritize based on urgency and impact.
• Coordinate with Operations, Transportation, Quality and other internal teams.
• Keep customers informed of progress and closure.

Skills

Customer service

English communication

Ticketing system

CRM tools

Microsoft Office

Organizational skills

Problem solving

Ownership

Education

Logistics / International Trade / Business Administration studies

Tools

CRM software

Ticketing system

Job description

Provide day-to-day customer support for OCASA Life Sciences, managing inquiries, service requests, and operational issues through the ticketing system and established support channels. This role focuses on addressing immediate customer needs and coordinating solutions with internal teams.

Job Purpose

Receive, log, and manage customer support tickets related to inquiries, service requests, and operational issues. Assess each case, gather the necessary information, and prioritize requests based on urgency and customer impact. Resolve requests within the role's scope and coordinate with Operations, Transportation, Quality, and other internal teams when additional support is needed. Keep customers informed of case progress, actions taken, and next steps. Promptly escape critical issues or situations that could disrupt service. Follow up on tickets through resolution and accurately document case closure. Maintain complete and current records of customer interactions, actions and solutions. Meet established response and resolution times while following internal procedures. Identify recurring issues and share improvement opportunities to streamline support and prevent repeat incidents.

Qualifications

English proficiency is mandatory and non-negotiable. Candidates must be able to communicate effectively in English, both verbally and in writing, to manage customer inquiries and resolve support tickets. Previous experience in customer service, customer support, or operational support, preferably within logistics, transportation, or service organizations. Experience in managing tickets, tracking cases, or using CRM tools. Ability to manage multiple requests simultaneously and prioritize urgent situations. Strong verbal and written communication skills. Proficiency in Microsoft Office and the ability to learn new systems. Strong organizational skills, attention to detail, and ownership of assigned cases through closure. Customer focus, problem-solving skills, empathy, and the ability to work effectively under pressure. Studies in Logistics, International Trade, Business Administration, or a related field are preferred. Experience in pharmaceutical logistics, life sciences, or regulated environments is a plus.

Work Setting

Daily interaction with customers through the ticketing system and established support channels. Close collaboration with internal teams to resolve service requests and operational issues. No business travel required.