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 experienced Customer 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 Senior Director, Commercial Operations and will be a 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

Travel:

Domestic travel up to 10%

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.

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