Customer Support Representative

Would you like to join an innovative team driven by a bold vision – unleashing tools to accelerate breakthroughs in human health?

These are extraordinary times for Standard BioTools. Our technology empowers our customers to improve lives through comprehensive health insights. We invite you to join one of the leading providers of essential life sciences tools, accelerating global research at the multiple frontiers of human health.
At Standard BioTools, we build a positive culture where our people can do the best work of their careers, informed and influenced by our core behaviours:

• Keeping customers at the centre of everything we do

• Be responsible and keep your commitments

• Driving Continuous Improvement

• Collaborate and work as a team: fostering communication in a learning, coaching, and supportive environment.

Standard BioTools is on a rapid growth and expansion path as a business. In that context, we are in the process of reinventing our Customer Service team with the goal of establishing a global Customer Support team that leverages best practices to maximise customer experience and internal efficiency. This team balances a significant focus on internal processes and external customer-facing engagement.

Duties involve, but are not limited to, the following: driving customer purchase orders through our CRM and ERP systems; assisting with vendor information requests; assisting sales teams in generation of RFx documents, product/service pricing information; supporting account managers through the Quote-to-Cash process; supporting customer service and field service commitments to ensure customer requirements are met; liaison between Sales and Order Management and other internal teams such as Manufacturing/OPS, Logistics/Shipping; provide responsive point-of-contact support for customer inquiries including support of 24/5 Q&A response via global call and email routing systems so every region has customer support from a resource staffed in prime-shift.  

This role is accountable for communication with customers and must strive to optimise both the customer experience as well as the Standard BioTools imagie externally.

This role reports directly to the Global Customer Success Director (US based).

 Essential Duties:

Customer Service & Order processing

• Execute and support order processing

• Assist order execution through SFDC and Microsoft Dynamics D365 for all entities of APAC.

• Ensure order accuracy, compliance and maintenance (to follow SOX requirements).

• Support field sales representatives and district managers through Quote-to-Cash process, including the preparation of complex instrument and consumables quotations, order processing and tracking.

• Lead communications between customers, sales, support, service, finance and other departments

• Work on very complex administrative problems of diverse scope

• Tenders – support preparation of tenders and contracts

• Preparation of various reports and admin documents for sales team and management

• Ultimately share customer inquiries across a global customer support team to provide 24/5 coverage

• Other duties as assigned

Customer Fulfillment Coordination & Support

• Act as customer liaison to facilitate planning, coordination, and tracking of shipments in/out of SBI according to customer requirements, and manage the timely flow of customer processing

• Provide and maintain best-in-class customer service and independent problem solving. Resolve logistic and order fulfillment problems of diverse scope

• Determine and document methods and procedures on new assignments

• Communication with internal and external customers

• Handle requests linked to instrument or consumable shipments, including returns

• Handling/coordination of special shipment

• Prepare accurate reports for upper management

• Other duties as assigned

Candidate Specification:

• Experience as Customer Support Representative and supporting quote-to-cash process of other companies

• Fluent in Japanese, and Chinese, with a strong comprehension of English.

• Ability to interface independently and effectively with remote locations (China, Singapore, Korea, and India)

• Proven ability to deal with customers and maximise customer experience along with SBI image

• A desire to grow and expand skills and responsibilities as our company expands

• Experience in SalesForce as a plus

• Experience in Lean continuous process improvement methodology a plus

Ready to join an industry leader with a bold and ambitious mission that enables advancements in human health? Apply online with your CV!

Standard BioTools is an equal opportunity and affirmative action employer. We will consider all qualified applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other status protected by law.

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