Scale Biosciences, Inc. (“ScaleBio”) is an early-stage life sciences technology and tools company developing advanced single-cell solutions based upon the Company's highly parallelized way to barcode cells which allows for exponential scalability. Our mission is to democratize scalable, easy-to-adopt, extensible, cost-effective single-cell applications across a broad range of systems and sample types within the Life Sciences community.
At ScaleBio we have a shared mission built upon a demonstrated technology with long term investment commitments. We are seeking team members that have a passion for developing technologies that benefit the broader researcher community in the discovery of human biology. Such individuals should also have a strong interest in single-cell sequencing as a disruptive and enabling technology.
About the Role:
The ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. The candidate should have experience managing order entry/fulfillment, inquiry and sales admin support, utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty. Candidate to be located in San Diego .
Responsibilities include but not limited to:
- 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 to meet customer needs and revenue recognition requirements.
- 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 and Qualifications:
- 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.
- Location San Diego, CA.
Below is the salary range for this full-time position. The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience.Base Salary Range – $65,0,00 - $85,000 USDScaleBio provides competitive compensation, health and dental benefits, 401K retirement saving plan, state of the art laboratory facilities, and an exciting and innovative culture with the opportunity to enable a novel single cell technology. To learn more please visit our website www.scale.bio.
ScaleBio is an equal opportunity employer committed to hiring a diverse and inclusive workforce.
Any and all communications regarding job openings will be communicated by a xxxx@scale.bio email address
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