Customer Service Technician

About Eton Bioscience:

Eton Bioscience Inc is a privately held company headquartered in sunny San Diego, at the heart of the biotech scene. Since our founding in 2003, we have been contributing to the biological research community by providing support to both academia and industry with our services. We strive to provide the absolute best through our competitive pricing, reliable service and quality care to our customers. By developing and utilizing the latest innovative techniques, we hope to become a powerful resource for your research needs. At Eton we deliver services, not words. We are devoted to meeting the research community's need for quality DNA sequencing and oligo synthesis. We also provide a variety of custom services as well as our own line of products. Initially only serving the local San Diego area, we have now expanded to provide our services to research institutions worldwide.

Summary of Role:

Our branch/lab located in Auburndale, MA is looking for a Customer Service Technician to join our team. This individual will act as a liaison, providing information regarding our DNA Sequencing, Oligonucleotide Synthesis and DNA Prep services. In addition, the individual will resolve any emerging problems that our customers may face with accuracy and efficiency. We are looking for someone that is genuinely excited to help customers and is ready to take on problem-solving with a positive attitude! Ability to communicate effectively though phone or email correspondence is a must, and patience and empathy towards tough situations is a plus. The Customer Service Representative’s main responsibility will be to ensure excellent service standards, respond efficiently to customer inquiries, and provide troubleshooting support while maintaining high customer satisfaction.

Essential Duties and Responsibilities:

• Manage incoming customer inquiries and troubleshooting requests via phone and email
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within a timely fashion; follow up to ensure resolution
• Stay up to date on all lab protocols and service updates to better assist customers with questions (will be trained on sequencing lab processes)
• Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers
• Analyze sequencing data and setup re-work based on analysis
• Consistent communication with team members
• Daily check on orders pending to ensure they are processed and invoiced on time
• Potential assistance in the lab as needed
• All other duties as assigned

Required Qualifications:

• Customer support experience or experience in a customer-facing role or general interest in getting into customer service in the biological field
• Strong verbal and written communication skills
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Detail oriented/meticulous with a sense of urgency
• Excellent communication, organization, and teamwork skills

Education Requirements:

• Bachelor’s Degree (biological sciences field)

Preferred (Not Required):

• Familiarity with lab environment in academic or work setting
• Familiar with use of pipettes
• Have some background knowledge with respect to bacterial transformation, plasmids, and/or sanger sequencing

Physical Demands for all job positions at Eton Bio:

The physical demands described here are representative of those that must be met by an employee to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The employee must be able to lift and/or move 20 lbs. repeatedly and occasionally lift and/or move up to 50 lbs. for short distances. The employee must be able to push and/or pull large equipment for short distances. The employee must be able to work on their feet for extended periods of time and/or sit for prolonged periods of time.

While performing the duties of this job the employee is regularly required to use the stairs, sit, talk, and hear. The employee is frequently required to stand, use hands to finger, handle, or feel and reach with hands and arms with equipment needed to accomplish the job tasks. The employee is occasionally required to walk, stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close, distance and peripheral vision as well as depth perception and the ability to adjust focus.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $21 - $24