Customer Support Representative - AMER

Twistbioscience; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Bonus eligibility

Equity

Benefits package

Job summary

Twist Bioscience in the San Francisco Bay Area is seeking passionate customer support representatives to deliver concierge-level support to a diverse customer base, including account managers, field scientists, and technical specialists. You will resolve product, service and order inquiries via email, chat and phone, identify root causes, and collaborate with teams to ensure customer satisfaction.

The role requires a bachelor’s degree in life sciences or related field, 1–2 years in biotech, 2+

Qualifications

• Bachelor’s degree in life sciences or related field required.
• 2+ years customer-facing experience in biotech or related industry.
• 1–2 years work experience in biotech customer support or similar role.

Responsibilities

• Respond to and resolve product, service and order inquiries via email, chat and phone, identify root causes and collaborate on solutions.
• Process sales purchase orders and validate information for accuracy.
• Provide information to help customers choose products and navigate the ecommerce site; explain order status.
• Maintain proactive order updates with internal stakeholders and keep key accounts informed.

Skills

Customer-facing

Communication

Attention to detail

Multitasking

Time management

Problem solving

Education

Bachelor’s degree in life sciences or related field

Tools

Salesforce

G-Suite

Job description

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.
• Attention to detail.
• 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.

San Francisco Bay Area Pay Range

$55,000 — $75,000 USD