What are the responsibilities and job description for the Customer Experience Agent (Remote) position at BioIVT?
Job Description
Job Description
BioIVT is a leading global provider of research models and value-added research services for drug discovery and development. We specialize in control and disease-state biospecimens, including human and animal tissues, cell products, blood and other biofluids. Our unmatched portfolio of clinical specimens directly supports precision medicine research, aiming to improve patient outcomes by coupling comprehensive clinical data with donor samples. As the premier supplier of hepatic products, including hepatocytes and subcellular fractions, BioIVT enables scientists to better understand the pharmacokinetics and drug metabolism of newly discovered compounds and their effects on disease processes. By combining our technical expertise, exceptional customer service and unparalleled access to biological specimens, BioIVT serves the research community as a trusted partner in elevating science.
Summary
The Customer Experience Agent is responsible for engaging with BioIVT’s customers in a positive, helpful and professional manner. The ideal candidate can work independently, under pressure and balance competing priorities in a results-oriented work environment.
Duties and Responsibilities
- Build and maintain relationships with new and repeat customers and ensure their satisfaction throughout the entire sales process
- Manage certain key accounts, as assigned and serve as our clients’ point of contact throughout the entire ordering process for all projects assigned
- Assist clients by generating detailed quotes, as well as processing orders, tracking open existing orders
- Seek up-sell / cross-sell opportunities and present value-added service options
- Become an expert in the procurement of specimens in order to effectively discuss projects with researchers and scientists
- Develop an understanding of how the division operates and the products and services offered
- Communicate effectively, pleasantly and in a timely fashion with customers to answer all questions and client inquiries
- Serve as a liaison between our clients and all internal departments
- Work with our Sourcing and Project Management team to develop order fulfillment plans
- Lead or participate in meetings with the operations team to explain the execution plan of complex projects
- Provide ongoing support to the business development field team
- Manage opportunities in Salesforce
- Assist with training new team members
Requirements
Other Skills and Abilities
We offer a comprehensive benefit package for eligible team members, including medical, dental, vision, short-term / long-term disability, life insurance, hospital indemnity and accident insurance. We also provide a generous retirement plan with a company match. Eligible employees enjoy competitive time-off policies and a collaborative environment that promotes growth from within. Enjoy company-sponsored events for the entire team!
Join Us!
We can’t wait to work with you! At BioIVT, we believe that diversity and inclusion are key drivers of innovation and success. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their unique perspectives to the table. We seek to build a diverse team and encourage applications from people of all backgrounds, experiences and identities.
To Learn more about our mission and team culture, click here!
BioIVT is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
