Customer Support Representative

Summary

Join Twist Bioscience's rapidly expanding team as a passionate customer support representative! Deliver exceptional support to customers, building strong relationships with sales staff and researchers. You will resolve product, service, and order inquiries, process purchase orders, and provide guidance on product selection and website navigation. Proactive updates on key account orders and generating sales quotes are also key responsibilities. This role requires strong communication, multitasking, and computer skills, along with experience in the biotech industry. Flexible work hours are preferred.

Requirements

• 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

Responsibilities

• 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
• In addition to responsibilities listed above, provide guidance on Asia region import / export logistics and compliance
• Comply with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of daily activities and ensure product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures

Preferred Qualifications

• Flexible work hours
• Familiarity with Asia region import / export logistics and compliance