Customer Support Representative - AMER
Skills
- 2+ years customer-facing support experience (phone/email/chat)
- 1-2 years experience in the biotech industry
- Strong written and verbal communication skills
- Proficiency with Salesforce and G Suite (Google Sheets, Docs, Gmail)
- Order entry, validation and ecommerce familiarity
- Ability to multitask, prioritize and manage time effectively
- Attention to detail and accuracy
Responsibilities
- Respond to and resolve product, service and order inquiries via email, chat and phone
- Identify root cause of issues, collaborate with stakeholders, present solutions and follow up to ensure satisfaction
- Process and validate sales purchase orders and resolve errors; handle orders requiring advanced product knowledge
- Provide product guidance, ecommerce navigation help and order status updates to customers
- Monitor production pipeline orders and proactively update internal stakeholders
- Generate sales quotes within Salesforce quote-to-cash system
- Support flexible shift coverage across time zones (AMER hours) and occasional weekend shifts
- Comply with QMS/ISMS standards and regulatory/customer requirements in daily activities
Education
- Bachelor's degree preferred (life sciences or related field)
Benefits
- Base salary plus eligibility for bonus and equity
- Generous benefits package (medical, dental, vision — location dependent)
- Remote work and flexible scheduling across AMER time zones
- Training and cross-functional collaboration with sales and technical teams
- Opportunity to work at a leading biotechnology company
Average salary estimate
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