Specialist, Customer Service
Element Biosciences is passionate about empowering the scientific community with more freedom and flexibility to accelerate collective impact on humanity. We are a highly efficient, product-driven organization where employees can learn, grow, and thrive in a challenging yet encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.
About the role
We are seeking an experienced Customer Service Specialist to play a pivotal role in supporting our growing Sales and Customer Support team. This on-site, San Diego-based role reports to the Manager of Customer Service.
Responsibilities
- Supports quote and contract review to ensure all order details are accurate
- Tracks activities within existing CRM systems to log call activity and enhance communication
- Aligns with Commercial and Operations teams to ensure orders are processed per customer specifications
- Gathers information from Commercial to ensure orders are completed correctly the first time
- Downloads and uploads customer data to and from customer portals as required
- Follows up on customer orders, working with Operations to meet plant lead times
- Prepares and provides data for customer order reports as requested
- Maintains 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 and 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
- Provides ongoing support for customers post-implementation
Requirements
- Bachelor’s degree in Life Sciences preferred
- 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
- Ability to adapt and learn new processes quickly, becoming a subject matter expert
- Strong problem-solving, organizational, relationship-building, and time-management skills
- Demonstrated ability to be proactive and take initiative in business situations
- Strong attention to detail and follow-up skills; ability to multitask
- Proficiency 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
Travel
Domestic travel up to 5%.
Pay
Base compensation pay range: $75,000 – $91,000. Base compensation will depend on geographic location, qualifications, and experience.
Benefits
- Stock options
- Discretionary annual bonus
- No-cost health insurance plans
- 401k with company match
- Flexible paid time off