Customer Service Specialist

$65,000 - $85,000/Yr

ScaleBio - San Diego, CA

Full-time - Mid Level

San Diego, CA

About the position

The Customer Service Specialist at ScaleBio plays a crucial role in ensuring exceptional customer experiences by providing support to both internal and external customers. This position involves managing order entry and fulfillment, maintaining communication throughout the ordering process, and collaborating with various internal teams to resolve customer issues effectively. The ideal candidate will have a strong background in customer support and sales, with a focus on the life sciences sector.

Responsibilities

• Provides phone and email support to internal and external customers ensuring requests are captured and resolved promptly.
• Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping.
• Ensures communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing.
• Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery.
• Uses judgment and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.
• Seeks to understand customer needs and thinks big picture before offering solutions.
• Drives cross-functional efforts to remove roadblocks and/or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.
• Collaborates with internal teams, including Technical Support, Sales, Finance, Supply Chain and Marketing to ensure seamless customer experiences.
• Provides customer vendor set up and accurate account information in SFDC.
• Executes credit card orders.
• Works closely with the Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate.
• Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors.
• Drives continuous process improvement for order workflow.

Requirements

• Bachelor's degree preferred; equivalent years of experience considered.
• Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to listen, adjust, influence, and deliver outstanding customer experiences.
• Previous life sciences company experience a plus.
• 2+ years' experience in a customer support or sales support role or equivalent.
• Proven ability to clearly convey complex ideas and concepts.
• Proven ability to coordinate and collaborate with cross-functional teams to support customer needs.
• Proficiency in using Microsoft Office and CRM and/or ERP systems (SFDC).
• Diligent and detail-oriented with proven ability to be highly productive and accurate.
• Ability to compile data and prepare reports for ad-hoc transactional use and analyze data to drive decision making.

Nice-to-haves

• Experience in a life sciences company
• Familiarity with SFDC and other CRM systems

Benefits

• Health insurance
• Dental insurance
• 401(k) retirement saving plan