Customer Service Specialist

Position: Customer Service Specialist

Class: Non-Exempt

Reports to: Senior Director of Supply Chain

Location: West Sacramento, CA

Company Profile

Founded in 1985, GeminiBio serves the global biotechnology industry, from basic research to commercial production, with a focus on helping our customers accelerate the development of life-enhancing biotherapeutics.

The company focuses on producing cell culture products, instruments, and solutions that help customers streamline their discovery, development, and production processes, and by making custom cGMP bioprocess liquids that radically simplify customers' manufacturing workflows – regardless of batch size.

Located in West Sacramento, California, GeminiBio has two manufacturing facilities, comprising a total of 57,000 square feet. To meet the stringent needs of biotechnology research and production customers, the company's cell culture sera and bioprocess liquid manufacturing facilities are segregated between animal origin-free cGMP manufacturing and animal component cGMP manufacturing. GeminiBio is an ISO 13485 certified, FDA registered Class 1 Medical Device Manufacturer, aligned with 21 CFR Part 820.

Position Summary

The Customer Service Specialist is responsible for daily activities in the customer service team for a dedicated sales region, including but not limited to processing orders on a timely manner, interactions with customers (internal and external) to maintain a great customer experience.  The specialist will perform all tasks required under minimal supervision and will always maintain open and effective communication.

Key Responsibilities

• Ensure customer satisfaction and provide professional customer support.
• Be responsible for supporting a dedicated sales region / sales representatives by retention of customers and revenue growth through existing and new customers.
• Respond promptly to customers and co-workers’ inquiries.
• Receive high volume of customer calls/emails and process in a timely manner.
• Communicate and coordinate with internal and external customers to provide best customer experience.
• Customer and sales interactions include but are not limited to quote generations, order management, handling of customer complaints, product support, financial account management.
• Maintain accurate records and documentation of customer interactions, inquiries, complaints, and resolutions.
• Support customer service team members in their daily activities if necessary.
• Other duties as assigned by management.

Core Competencies

• Customer Centric
  • Consistently aware of how work product impacts customer value and experience and works with intensity to optimize customer value and experience.  Able to identify barriers and inefficiencies impacting customer value.
• Effective Teamwork
  • Keen ability to collaborate with a diverse set of colleagues – often under pressure – to accomplish business objectives and deliver customer value.  Able to identify – and correct – the issues degrading the success of teams.
• Personal Leadership
  • Consistently delivers high-quality individual results, and when problems are encountered, able to be self-reflective and identify new ways of working to accomplish individual objectives.  Strong level of personal accountability.  Invests time and energy into professional development. Routinely takes the initiative to solve challenges and capitalize on business opportunities.
• Planning and Organizing
  • Able to clearly identify the work that needs to be done and the order in which the work needs to be completed to generate the desired result.  Consistently able to foresee challenges and barriers to success and then effectively develop – and implement – actions to accomplish objectives.
• Effective Communications
  • Able to organize thoughts to communicate to colleagues concisely and accurately and as needed, management.  Oral and written communications are professional and appropriate for the setting and the audience.

Company Values

• Integrity
  • Doing the right thing – the first time. Honoring and keeping commitments.
• Intensity
  • Working with speed and focus to deliver the highest quality results – on time.
• Involvement
  • Embracing unique perspectives and treating others with dignity and respect.
• Innovation
  • Biased to improve processes and products to better serve customers and improve workflows.

Required Skills and Experience

• At least 2 years of experience in Customer Service.
• A proven ability to work as part of a team to deliver results.
• Organization Skills – Ability to manage multiple priorities and know when to escalate issues.
• Effective Communicator with exceptional communication and interpersonal skills.
• Basic level of understanding with Microsoft Office Products (Word, Excel). Experience with Sage and CRM is a plus!
• Detail oriented and strong organizational skills.
• Able to multi-task.
• Self-starter.
• Works well in a team environment.
• Responds quickly to assignments.
• Positive attitude.
• Displays understanding of and promotes company and customer objectives.
• Enthusiastic, dedicated and team oriented.
• Flexible: be able to adapt well and fast to a fast-growing company.

Benefits and Compensation

• Hourly wage rate can range between $22-$25 per hour plus commission.  Competitive salary/sales incentive plan based on experience.
• GeminiBio provides a competitive benefits package.

Salary : $22 - $25