Customer Experience Associate

<p>We are seeking a highly motivated <strong>Customer Experience Associate</strong> to join our team. This role is integral to ensuring a seamless and exceptional customer journey—from order management and onboarding to post-sale support. The ideal candidate will be a proactive problem-solver and a strong communicator, with the ability to collaborate cross-functionally to support account, pipeline, and order operations. This position will also contribute to the evolution of customer experience strategies, support product launches, and help shape operational improvements within the commercial team.</p> <p>Willingness to work 2-3 days in person at Emeryville office and 6am shift.</p> <p> </p> <p><strong>Key Responsibilities:</strong></p> <ul> <li><strong>Order Processing Management:</strong><br>Accurately process and manage customer orders while ensuring adherence to established policies. Coordinate with manufacturing, logistics, technical support, and informatics teams to preempt or resolve issues impacting order fulfillment.</li> <li><strong>Customer Support:</strong><br>Act as the primary point of contact for customer inquiries. Deliver timely, accurate responses regarding product information, order status, onboarding, and other service needs.</li> <li><strong>Sales Support Inside Sales:</strong><br>Actively engage with existing and prospective customers to identify product needs, generate quotes, and support revenue growth. Collaborate closely with the sales team to convert inbound inquiries into sales opportunities, follow up on leads, and cross-sell relevant products and services.</li> <li><strong>System Operations Data Management:</strong><br>Maintain and update customer data across CRM (Salesforce), ERP (NetSuite preferred), and payment platforms. Serve as a subject matter expert on systems supporting the quote-to-cash workflow and work to improve operational efficiency.</li> <li><strong>Case Management Triage:</strong><br>Oversee the customer service case/email inbox. Triage inquiries to appropriate departments such as finance, technical support, or sales, and address service-related questions including quotes, order changes, complaints, and biosecurity concerns.</li> <li><strong>Customer Relationship Management:</strong><br>Build and maintain strong, trust-based relationships with customers. Collaborate with internal teams to anticipate and meet customer needs while identifying opportunities to enhance their overall experience.</li> <li><strong>Documentation Reporting:</strong><br>Maintain detailed records of customer interactions and resolutions. Create reports to identify trends, support data-driven decisions, and recommend service improvements.</li> <li><strong>Customer Feedback Analytics:</strong><br>Collect and analyze customer feedback to inform service enhancements. Help implement strategies that continuously improve the customer experience.</li> <li><strong>Continuous Learning:</strong><br>Stay informed on product updates, industry trends, and customer service best practices. Participate in training and actively share improvement ideas with the team.</li> </ul> <p> </p> <ul> <li><strong>NOTE:</strong> This role will report to the Emeryville, CA office 2-3 days/week and must be able to work East Coast hours.</li> </ul> <p> </p> <p><strong>Qualifications:</strong></p> <ul> <li>Bachelor’s degree or equivalent work experience (minimum 2 years) in a relevant field such as Biology, Biochemistry, or DNA Synthesis.</li> <li>Previous experience in the DNA synthesis industry is highly preferred.</li> <li>Proficiency in Salesforce (Sales Cloud, Commerce Cloud) with a track record of managing customer lifecycles and driving revenue through CRM tools.</li> <li>Experience with ERP systems, preferably NetSuite.</li> <li>Basic understanding of biological data and file formats.</li> <li>Excellent communication and interpersonal skills.</li> <li>Strong analytical and problem-solving capabilities.</li> <li>High attention to detai ... (truncated, view full listing at source)