Customer Success Specialist
Morgantown, PA
Position may support two sites and candidates must be able to travel to our sites as needed
COMPANY SUMMARY
At Biolyst Scientific, we understand the evolving needs of clinicians and scientists in a world of supply chain disruptions and the demand for scientific advancements. We offer more than just order fulfillment, we provide partnership, expertise, and a genuine investment in your success. Our team blends industry knowledge with passion to deliver innovative solutions that drive medical and scientific progress. We are big enough to deliver, small enough to care.
POSITION SUMMARY
As a customer success specialist at Biolyst Scientific, you will be responsible for providing exceptional customer service and technical support to key strategic clients (customers) utilizing our range of scientific and diagnostic products. You will act as a crucial link between the company and its customers, ensuring smooth communication and efficient resolution of inquiries and issues.
ESSENTIAL JOB FUNCTIONS
Customer Interaction and Support:
- Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
- Provide accurate information about products, applications, pricing, and availability.
- Assist customers in troubleshooting technical issues with our products, escalating more complex issues to appropriate teams as needed.
- Handle and resolve customer complaints with empathy and efficiency, aiming for first-call resolution whenever possible.
Sales Support and Enablement:
- This is a key customer support role that plays an important part in winning our customers business and/or expanding our presence with existing customers. While this role is not paid via commission, this associate should prioritize actions that support our sales team in winning the business.
- Able to identify new opportunities for business (cross-sell and up-sell) and are comfortable with discussing those opportunities with the customer. Facilitate discussions between the customer and our sales team.
- Organize and lead business review meetings each month or quarter as driven by customer and/or internal lead.
- Support the creation of quotes by working closely with the sales team.
Order Processing and Logistics:
- Process orders, including order entry, tracking, expediting, and shipping logistics.
- Coordinate closely with logistics and warehouse teams to ensure timely delivery of orders.
- Follow up on order status and inform customers proactively about any delays or issues.
Technical Expertise and Product Knowledge:
- Develop an understanding of our product portfolio, including specifications and applications.
- Provide product demonstrations and training sessions to customers, both remotely and
- occasionally on-site.
Documentation and Reporting:
- Maintain accurate records of customer interactions, transactions, comments, and complaints using CRM software.
- Generate reports on customer feedback, trends in inquiries, and common issues to help improve products and services.
- Create business review content (PPT, Excel, Power BI) to prepare for customer meetings.
Cross-functional Collaboration:
- Collaborate with sales, marketing, and product development teams to relay customer feedback and insights.
- Work closely with manufacturing, logistics, warehouse, and finance teams to ensure timely processing and shipping of orders.
- Participate in regular team meetings and contribute to initiatives aimed at enhancing customer satisfaction and retention.
SKILLS AND ABILITIES
- Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions.
- Strong written and verbal communication skills.
- Ability to multi-task.
- Exceptional problem-solving skills.
- Ability to collaborate across departments and teams.
MINIMUM REQUIREMENTS
- Bachelor’s degree in a relevant field such as Biology, Chemistry, Biochemistry, or a related life science discipline.
- Proven experience in customer support or technical support roles within the life sciences or diagnostic products industry required.
- Strong interpersonal and communication skills, with the ability to convey technical information clearly and effectively to customers of varying technical backgrounds.
- Excellent problem-solving abilities and a proactive approach to customer issues.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Commitment to providing outstanding customer service and a passion for supporting scientific advancements in healthcare and diagnostics.
Biolyst Scientific provides equal employment opportunities to all persons and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disability, political affiliation, protected veteran status, or sexual orientation.
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