What are the responsibilities and job description for the Customer Service Specialist position at GeminiBio?
Position : Customer Service Specialist
Class : Non-Exempt
Reports to : Customer Service Supervisor
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
Effective Teamwork
Personal Leadership
Planning and Organizing
Effective Communications
Company Values
Integrity
Intensity
Involvement
Innovation
Required Skills and Experience
Benefits and Compensation
Compensation will range between $22-$25 per hour based on skills and experience. GeminiBio provides a competitive benefits package.
Environmental Elements & Physical Demands
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and computer screen, and hearing and speech to communicate in person, and over the telephone; must be able to bend, stoop, kneel, reach, push and pull drawers open and closed in the execution of duties.
EEO STATEMENT
GeminiBio provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary : $22 - $25