Customer Service Associate
Oxford Nanopore Technologies
Houston Texas
Salary: Neg Per Hour
Duties include but are not limited to
- Answering customers questions
on business processes and products
- Liaising with customers via
telephone / instant chat and email as part of their journey from account
creation, order placement and receipt of goods.
- Supporting internal teams including Technical Support, Sales, Logistics, Finance, Digital and Business Operations
- Ensuring KPI's on the customer service and customer satisfaction are met.
- Post-sale customer onboarding
and order to cash fulfilment for customer along with liaising cross
functionally.
- Scheduling and amending of
orders on internal systems and similar business operations.
- Collaborating closely with
Regional Commercial team on customers
- Any other duties as might be
required within the remit and responsibilities of the post.
- Support internal events by
attending them and managing face to face customer interactions.
- Weekly reporting and analysis
of data to suggest process improvements.
- Build Customer Success
playbooks for high value customers and provide White Glove support while
delivering successful outcomes to the customers.
- Understand the customer profile
and needs to provide best in class customer service.
- Travel to client site, offices
and events may be required.
- Working from the office 5 days a week
Responsibilities
include
- Answering customers questions
on business processes and products
- Scheduling and amending orders
on internal systems.
- Developing an engaging
relationship with clients to maximize
- Speaking to customers on the
phone/instant chat/email as part of their customer experience from account
creation/order to receipt
- Following up marketing
campaigns with customers
- Supporting internal teams including Technical Support, Sales, Market Development, Logistics, Finance, Operations and Marketing
- Ensuring KPI's on the customer service
experience and customer satisfaction are met.
What We're Looking For...
- BS degree or equivalent
experience
- Experience working in a
Customer Success, Customer Service or other customer facing role.
- Understand how to manipulate,
analyze & interpret data.
- Excellent interpersonal, oral
and written communication skills as well as ability to lead and influence
and deliver outstanding customer experience.
- Experience with ERP and CRM
systems is a plus.
- Experience in Healthcare / Life
Science Industry is a plus.
- French or Spanish Speaking is
highly desired.
- Monday - Friday 8am - 5pm CST & Monday - Friday 10-7pm CST
Job Overview
Posted Date: 07 Feb 2024
Location: Houston Texas
Salary: Neg Per Hour
Apply By: 22 Feb 2024
Company Information
Oxford Nanopore Technologies plc is a UK-based company which develops and sells nanopore sequencing products for the direct, electronic analysis of single molecules.
Name: Oxford Nanopore Technologies
Web: https://nanoporetech.com/