Remote Customer Service Specialist

Summary

Join Element Biosciences as a Customer Service Specialist - EMEA and play a pivotal role in supporting our growing European and international Sales and Customer Support team. This is an incredible opportunity for someone who is passionate about customer service and support.

Requirements

• 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
• Knowledge and/or experience in logistics is 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

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
• Generates fulfillment orders to the European based warehouse and addresses delivery-related questions as needed to ensure timely shipments
• 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

Benefits

• Stock options
• Discretionary annual bonus
• No cost health insurance plans
• 401k with company match
• Flexible paid time off