Customer Support Representative

Summary

Join Twist Bioscience, a leading biotech company, as a passionate customer support representative. You will provide exceptional support to customers, building strong relationships with sales staff and researchers. Responsibilities include resolving product, service, and order inquiries, processing purchase orders, guiding customers on product selection and website navigation, and tracking order status. You will also generate sales quotes and proactively update stakeholders. The ideal candidate possesses a Bachelor's degree in life sciences or a related field, 1-2 years of biotech experience, and 2+ years of customer-facing experience. Excellent communication, attention to detail, and strong computer skills are essential. 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
• For Japan position: Familiarity with Asia region import / export logistics and compliance

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
• For Japan position: In addition to responsibilities listed above, provide guidance on Asia region import / export logistics and compliance
• Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures

Preferred Qualifications

Flexible work hours are preferred; will be supporting different time zones. Two available shifts, Monday through Friday 6:00am – 3:00pm or 8:00am – 5:00pm plus flexible weekend shifts