Customer Support Representative - AMER

Summary

Twist Bioscience is a biotechnology company seeking a Customer Support Representative to deliver concierge-level support to customers and internal sales teams. The role resolves product, service, and order inquiries, processes purchase orders, guides customers through product selection and ecommerce use, provides order updates, and generates sales quotes.

Responsibilities

• Respond to and resolve product, service and order inquiries and problems via email, chat and phone by: + identifying the cause of the problem + collaborating with other stakeholders to develop a solution + presenting the solution to the customer + following up to ensure the customer is completely satisfied
• Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist’s product line to process
• Provide information and guidance to help customers: + decide which product to buy + navigate and use our ecommerce website + understand the status of their order
• Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders
• Generate sales quotes for sales reps within Salesforce quote to cash system
• Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures

Skills

• 1-2 years work experience in biotech industry
• 2+ years customer-facing experience
• Excellent verbal and written communication skills
• Attention to detail
• Able to multi-task, prioritize, and manage time effectively
• Strong computer skills, familiarity with G-Suite
• Bachelor's degree, preferably in life sciences or related field
• Preferably including Salesforce

Qualifications

Must Haves

• 1-2 years work experience in biotech industry
• 2+ years customer-facing experience
• Excellent verbal and written communication skills
• Attention to detail
• Able to multi-task, prioritize, and manage time effectively
• Strong computer skills, familiarity with G-Suite

Nice to Haves

• Bachelor's degree, preferably in life sciences or related field
• preferably including Salesforce

Benefits

• Eligible for bonus
• Eligible for equity
• A generous benefits package
• Remote work arrangement