Specialist, Customer Service

Element Biosciences; San Diego (CA); On-site; USD 75,000 - 91,000; Full time

Benefits offered by this job

Stock options

Discretionary annual bonus

No cost health insurance plans

401k with company match

Flexible paid time off

Job summary

Element Biosciences is seeking a Customer Service Specialist to support our Sales and Customer Support teams on-site in San Diego. The role will report to the Manager, Customer Service and requires collaboration with Operations to ensure accurate orders.

Ideal candidates have a Life Sciences background with 4+ years in customer service, experience with CRM/ERP systems, and a proven ability to learn new processes quickly while delivering proactive support.

Qualifications

• Bachelor's degree in Life Sciences preferred and 4+ years of related customer service experience.
• Experience in a startup environment is preferred.
• Knowledge of CRM and ERP systems is preferred.
• Ability to learn new processes quickly and become a subject matter expert.
• Strong interpersonal skills and ability to work cross-functionally, multi-task, and manage time.

Responsibilities

• Support quote and contract review to ensure order details are accurate.
• Track call activity in CRM and improve communication.
• Coordinate with Commercial and Operations to process orders per customer specs.
• Assist with data collection for customer orders and portal uploads as needed.
• Follow up on orders with Operations to meet lead times and provide reports.
• Help ensure orders are billed and moved to invoicing.

Skills

Communication

Problem solving

Time management

Multi-tasking

Cross-functional collaboration

Relationship building

Education

Bachelor's degree in Life Sciences

Tools

CRM systems

ERP systems

Microsoft Office (Excel, Word, Access, PowerPoint, Outlook)

Job description

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking an experiencedCustomer Service Specialist who will play a pivotal role in supporting our growing Sales and Customer Support team. This is an incredible opportunity for someone who is passionate about customer service and support. This role will report to the Manager, Customer Service and will be an on-site San Diego based role.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Supports quote & contract review to ensure all order details are accurate
• Track activities within existing CRM systems to track call activity & enhance communication
• Aligns with Commercial and Operations team to ensure orders will be processed per customer’s specification
• Supports gathering information from Commercial to ensure the order is completed for all parts to be processed the first time
• May be required to download and upload customer data to and from customer portals
• Follows up on customer orders working with Operations to meet plant lead times
• Prepares and provides data for customer order reports as requested
• Constant communication with Operations to align on order commitments
• Works with Customer Support and Operations to provide expedites when needed
• Ensures orders are billed accurately for any expedites or change requests
• Ensures orders are completed to move to invoicing
• Prepares documents/trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges
• Supports the completion of forms for new accounts, credit applications, and other applicable approvals
• Providing ongoing support for customers post implementation

Education and Experience:

• Bachelors degree in Life Sciences is preferred plus a minimum of 4+ years of related customer service/support experience
• Experience working in a startup environment is preferred
• Knowledge and/or experience with CRM and ERP systems preferred
• Ability to be adaptable and learn a new process quickly and be a subject matter expert in the process
• Excels at building rapport and working cross-functionally, multi-tasking, organization and time management
• Strong problem solving, organizational, relationship building and time management skills
• Demonstrated ability to be proactive and take initiative in business situation
• Strong attention to detail and follow-up skills/multi-task
• Experienced in Microsoft Office applications (Excel, Word, Access, PowerPoint, Outlook)
• Ability to run reports and identify trends

Physical Requirements:

• Frequently moves boxes weighing up to 20 pounds

Location:

• San Diego (on-site)

Travel:

• Domestic travel up to 5%

Job Type:

• Full-time/Exempt

Base Compensation Pay Range:

• $75,000 - $91,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.