Customer Care Specialist I
BioLife Solutions, Inc.
Date: 3 weeks ago
City: Bothell, Washington
Contract type: Full time
BioLife Solutions is repeatedly named one of Washington’s 100 Best Companies to Work For, a list curated by Seattle Business Magazine. We welcome you to apply to join our dynamic, high-energy team. Here you will find a performance-based, family-oriented environment where authentic communication and treating colleagues with respect are required. Our employees receive a competitive benefits package, which includes a 401k matching program.
BioLife Solutions is a leading developer, manufacturer and supplier of class-defining cell and gene therapy bioproduction tools and services. Our solutions facilitate basic and applied research and commercialization of new therapies by maintaining the health of biologic source material and finished products during manufacturing, storage, and distribution. Our solutions offer commercial companies and clinical researchers significant improvement in shelf life and post-preservation viability and function of biologic materials. Our tools portfolio includes our proprietary, serum-free and protein-free, fully defined CryoStor freeze media and HypoThermosol shipping and storage media, ThawSTAR family of automated, water-free thawing products, and evo cold chain management system. please visit: www.biolifesolutions.com.
General Summary And Purpose
The Customer Care Specialist I is a core team member of the Sales Department and acts as a customer advocate and liaison, ensuring customer needs are met in a timely and accurate fashion that is in alignment with all business requirements, including the Quality Management System. This position is also responsible for providing customers with product and service information, proactively resolve and prevent any emerging problems that our customers might face with accuracy and efficiency, working cross functionally throughout the company with superior communication skills, as well as supporting Sales with administrative activities. A motivated self-starter that is key to the core role of customer order processing and fulfillment, ensuring that all orders are processed in a timely fashion and right the first time.
Duties And Responsibilities
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities, that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Reporting Relationship
This position reports directly to the Customer Care Supervisor.
This position is fully on-site in Bothell, WA the hours are 7 am to 3:30 pm with a 30 minute unpaid lunch.
Job Requirements
BioLife Solutions provides a substance-free workplace, and all offers of employment will be contingent on opiate drug test and background check.
The US base salary range for this position at full-time is $46,563 - $62,737 per year. This range represents the full compensation range for this position, with consideration given to experience, skills, and qualifications. Typically, new hires are brought in at or near the midpoint of the range to allow for future growth and advancement within the role. This range represents the full compensation range for this position, with consideration given to experience, skills, and qualifications. Our salary ranges are determined by position, level, location, and market competitive benchmarks. Individual pay within a level is determined by work location (including geographic pay zone region), job related skills, experience, education, and training.
The BioLife Solutions total rewards program includes, but is not limited to medical, dental, vision, 401K with generous match, life and disability insurance as well as time off programs of Vacation and Sick time. Additionally, we believe in our team members sharing the success of our business and therefore we may provide cash bonus or stock equity grants based on company performance as a part of our total rewards package.
BioLife Solutions is a leading developer, manufacturer and supplier of class-defining cell and gene therapy bioproduction tools and services. Our solutions facilitate basic and applied research and commercialization of new therapies by maintaining the health of biologic source material and finished products during manufacturing, storage, and distribution. Our solutions offer commercial companies and clinical researchers significant improvement in shelf life and post-preservation viability and function of biologic materials. Our tools portfolio includes our proprietary, serum-free and protein-free, fully defined CryoStor freeze media and HypoThermosol shipping and storage media, ThawSTAR family of automated, water-free thawing products, and evo cold chain management system. please visit: www.biolifesolutions.com.
General Summary And Purpose
The Customer Care Specialist I is a core team member of the Sales Department and acts as a customer advocate and liaison, ensuring customer needs are met in a timely and accurate fashion that is in alignment with all business requirements, including the Quality Management System. This position is also responsible for providing customers with product and service information, proactively resolve and prevent any emerging problems that our customers might face with accuracy and efficiency, working cross functionally throughout the company with superior communication skills, as well as supporting Sales with administrative activities. A motivated self-starter that is key to the core role of customer order processing and fulfillment, ensuring that all orders are processed in a timely fashion and right the first time.
Duties And Responsibilities
- Supports and cultivates customer relationships
- Supports sales goals by actively engaging with new and existing customers
- Responsible for communicating the benefits of biopreservation media to drive sales
- Ensures customer orders are received, processed, and fulfilled according to standard operating procedures that are designed for timely and accurate product delivery.
- Point of contact for customer inquiries, sales, and support
- Ensures all customer contacts/communication are recorded in CRM.
- Builds sustainable relationships of trust with internal collaborators and with customers through open, knowledgeable and responsive communication.
- Reviews all customer orders for accuracy including account details, product delivery, pricing calculations, credit terms, and customs requirements, when applicable.
- Performs daily coordination with the logistics team to ensure accurate and timely shipments.
- Supports sales activities such as pricing, generating quotes, proforma invoices, etc.
- Maintains customer database with accurate and current information
- Performs all activities in accordance with the Quality Management System
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities, that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Reporting Relationship
This position reports directly to the Customer Care Supervisor.
This position is fully on-site in Bothell, WA the hours are 7 am to 3:30 pm with a 30 minute unpaid lunch.
Job Requirements
- Strong customer service acumen and intellectual curiosity
- Outgoing, self-starter with the ability to work in a high paced team environment
- Able to meet deadlines, prioritize work
- Exceptional attention to detail and follow-through
- High School diploma or equivalent required, AS or BS degree preferred.
- Experience working in a cGMP regulated environment is a plus
- At least 1 year in technical phone-based customer service role preferred
- Experience with Salesforce and NetSuite a plus
BioLife Solutions provides a substance-free workplace, and all offers of employment will be contingent on opiate drug test and background check.
The US base salary range for this position at full-time is $46,563 - $62,737 per year. This range represents the full compensation range for this position, with consideration given to experience, skills, and qualifications. Typically, new hires are brought in at or near the midpoint of the range to allow for future growth and advancement within the role. This range represents the full compensation range for this position, with consideration given to experience, skills, and qualifications. Our salary ranges are determined by position, level, location, and market competitive benchmarks. Individual pay within a level is determined by work location (including geographic pay zone region), job related skills, experience, education, and training.
The BioLife Solutions total rewards program includes, but is not limited to medical, dental, vision, 401K with generous match, life and disability insurance as well as time off programs of Vacation and Sick time. Additionally, we believe in our team members sharing the success of our business and therefore we may provide cash bonus or stock equity grants based on company performance as a part of our total rewards package.
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