Customer Support Representative - AMER

Twist Bioscience Corporation; Northern (KY); Presencial; USD 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus

Equity

Generous benefits

Descripción de la vacante

Twist Bioscience Corporation is seeking passionate customer support representatives to deliver concierge-level, white-glove support to our customers. You will work with account managers, field application scientists and technical support specialists to build strong relationships and drive customer loyalty.

You’ll resolve product inquiries, process orders, provide product guidance, and ensure high satisfaction while adhering to QMS/ISMS standards.

Formación

• Bachelor’s degree in life sciences or related field.
• 1–2 years work experience in biotech industry.
• 2+ years customer-facing experience.
• Excellent verbal and written communication skills.
• Able to multi-task, prioritize, and manage time effectively.
• Strong computer skills, familiarity with G-Suite, preferably including Salesforce.

Responsabilidades

• Respond to and resolve product, service and order inquiries via email, chat and phone.
• Process sales purchase orders in Salesforce and ensure accuracy.
• Provide guidance to help customers decide which product to buy and navigate the ecommerce site.
• Stay updated on key account orders in production and provide proactive updates.

Conocimientos

Excellent communication

Customer-facing experience

Multi-tasking

G-Suite familiarity

Salesforce familiarity

Educación

Bachelor’s degree, life sciences or related field

Herramientas

Salesforce

G-Suite

Descripción del empleo

We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You’ll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You’ll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience’s products, and reinforce the quality of our brand.

What You’ll Be Doing:

• Respond to and resolve product, service and order inquiries and problems via email, chat and phone by:
• identifying the cause of the problem
• collaborating with other stakeholders to develop a solution
• presenting the solution to the customer
• following up to ensure the customer is completely satisfied.
• Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist’s product line to process.
• Provide information and guidance to help customers:
• decide which product to buy
• navigate and use our ecommerce website
• understand the status of their order
• Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders.
• Generate sales quotes for sales reps within Salesforce quote to cash system.
• Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.

What You’ll Bring to the Team

• Bachelor’s degree, preferably in life sciences or related field.
• 1-2 years work experience in biotech industry.
• 2+ years customer-facing experience.
• Excellent verbal and written communication skills.
• Able to multi-task, prioritize, and manage time effectively.
• Strong computer skills, familiarity with G-Suite, preferably including Salesforce.

The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations.

$55,000 - $75,000 USD

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Twist Bioscience’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.