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Customer Service Representative II

Codex DNA
San Diego Metropolitan Area

We are seeking an elevated customer service representative that will help support all aspects of global order management and drive for continuous improvement of the Quote to Cash Process. The Tier 2 customer service role will take on any escalations or problem cases and help triage towards resolution. This role will report to the Senior Customer Service Manager. A successful candidate will have an enthusiastic entrepreneurial work ethic. This person will work closely with Sales, Manufacturing, Shipping, Accounting/Finance and IT.

Essential Duties and Responsibilities:

  • Focused on delivering a best-in-class customer experience
  • Support external and internal customers by various means of communication (Email, phone and chat)
  • Partner with the Senior Customer Service Representative to improve current processes and procedures
  • Participate in new employee onboarding
  • Process global incoming orders in MS Dynamics
  • Troubleshoot, document, and resolve customer issues in partnership with internal teams
  • Data steward for MS Dynamics ERP and CRM Customer data
  • Occasional Presentations to different parts of the organization
  • Create and implement work instructions in compliance with ISO standards
  • Subject matter expert for e-commerce and digital tool development
  • Monitor and report KPIs to Customer Service management team
  • Triage and help manage elevated/problem cases
  • All other duties as assigned or necessary

Required Qualifications:

  • 3-5 years of Customer Service experience (Biotech preferred)
  • Experience working in ERP and CRM systems (MS Dynamics preferred)
  • Excellent written and verbal communication skills
  • Self-starter, able to multi-task, prioritize, and manage time effectively
  • Enthusiastic, motivated and solutions oriented
  • Independent problem-solver
  • Works effectively with cross-functional teams
  • Comfortable working in fast-paced environment

Education Requirements:

  • Bachelor’s Degree in Life Sciences or related subject is preferred.

Job type: FULL_TIME

Experience: 3 Year

Apply now

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