Customer Service Specialist

Scale Biosciences, Inc. (“ScaleBio”) is an early-stage life sciences technology and tools company developing advanced single-cell solutions based upon the Company's highly parallelized way to barcode cells which allows for exponential scalability. Our mission is to democratize scalable, easy-to-adopt, extensible, cost-effective single-cell applications across a broad range of systems and sample types within the Life Sciences community.

At ScaleBio we have a shared mission built upon a demonstrated technology with long term investment commitments. We are seeking team members that have a passion for developing technologies that benefit the broader researcher community in the discovery of human biology. Such individuals should also have a strong interest in single-cell sequencing as a disruptive and enabling technology.

About the Role:

The ideal candidate has excellent communication skills and provides quick resolution for both internal and external customers. They will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company.  The candidate should have experience managing order entry/fulfillment, inquiry and sales admin support, utilizing multiple systems and always provide an exceptional customer experience that promotes retention and loyalty. Candidate to be located in San Diego .  

• Provides phone and email support to internal and external customers ensuring requests are captured and resolved promptly.   
• Validates all aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping to meet customer needs and revenue recognition requirements.   
• Ensures communication is maintained throughout the ordering process by providing customers and sales with order verification, updates on delivery dates, product availability and pricing. 
• Proactively reviews and updates backlog and manages ship schedules to ensure timely delivery. 
• Uses judgment and expertise to proactively recognize matters needing attention or escalation and initiates action by communicating to appropriate internal teams and/or management to drive resolution.
• Seeks to understand customer needs and thinks big picture before offering solutions. 
• Drives cross-functional efforts to remove roadblocks and/or works independently to resolve complex orders and customer issues and clearly articulates resolution to internal partners and customers.  
• Collaborates with internal teams, including Technical Support, Sales, Finance, Supply Chain and Marketing to ensure seamless customer experiences. 
• Provides customer vendor set up and accurate account information in SFDC.
• Executes credit card orders.
• Works closely with the Commercial team to support business/customer needs and identify and pass leads to sales team as appropriate. 
• Works on problems of moderate scope where analysis of situations and/or data requires a review of multiple factors. 
• Drives continuous process improvement for order workflow. 

• Bachelor’s degree preferred. Equivalent years of experience considered.    
• Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to listen, adjust, influence, and deliver outstanding customer experiences. 
• Previous life sciences company experience a plus.
• 2+ years’ experience in a customer support or sales support role or equivalent.   
• Proven ability to clearly convey complex ideas and concepts.   
• Proven ability to coordinate and collaborate with cross-functional teams to support customer needs.   
• Proficiency in using Microsoft Office and CRM and/or ERP systems (SFDC).  
• Diligent and detail-oriented with proven ability to be highly productive and accurate.
• Ability to compile data and prepare reports for ad-hoc transactional use and analyze data to drive decision making.  
• Location San Diego, CA.

Below is the salary range for this full-time position. The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience.

Base Salary Range – $65,0,00 - $85,000 USD

ScaleBio provides competitive compensation, health and dental benefits, 401K retirement saving plan, state of the art laboratory facilities, and an exciting and innovative culture with the opportunity to enable a novel single cell technology. To learn more please visit our website www.scale.bio. ScaleBio is an equal opportunity employer committed to hiring a diverse and inclusive workforce.

Any and all communications regarding job openings will be communicated by a xxxx@scale.bio email address