Oxford Nanopore Technologies

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/

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