What are the responsibilities and job description for the Customer Experience Concierge position at Stellix?
About Stellix
The Stellix Group of companies share a common mission of providing transformative solutions at the intersection of science and technology that enable our customers to deliver a healthier and more sustainable future. Our unique portfolio of companies is focused on helping life sciences and industry manufacturers build, connect, and transform operations and IT to make real progress in breakthrough therapeutics, food, energy, and more.
Here’s What You’ll Get
- Highly competitive Medical, Dental, and Vision Insurance
- Flexible Spending or Health Savings Accounts
- Unlimited Vacation Time
- 10 Paid Holidays
- 12 Paid Weeks Maternity Leave
- Pet Insurance
- Retirement Savings: 401(k) and Employee Stock Ownership Plan
- Employee Referral Bonus
- Professional Development Reimbursement
- Company Paid STD, LTD, and Life Insurance
The Customer Experience Concierge is a dynamic employee- and customer-facing role that combines office administration with exciting event coordination for Stellix. As the first point of contact for visitors, employees, and customers, this individual will greet all guests in a professional and welcoming manner, handle incoming calls, and ensure seamless communication across departments and business units. In addition to managing daily operations of the front desk, the role also supports the organization and execution of customer and employee events in Stellix's new state-of-the-art headquarters and Customer Experience Center (CEC). This includes managing meeting logistics, coordinating with vendors, overseeing event setups and breakdowns, and acting as a liaison between various teams to ensure a smooth and efficient event experience. The Customer Experience Concierge will also ensure the office environment remains clean, organized, and secure, handling building access and safety concerns as needed. This position requires strong organizational skills, keen attention to detail, and the ability to multitask effectively to ensure smooth office operations and the successful execution of events within the company’s modern office and event space.
What you’ll do:
Customer Experience and Event Coordination:
Greet visitors, customers, and employees in a professional, friendly, and welcoming manner, acting as the face of the company ensuring a best-in-class experience.
Anticipate and address the needs of employees and visitors before they arise, leveraging the relevant information to personalize each interaction. Create exceptional experiences that go beyond standard service, leaving lasting impressions on guests and employees alike.
Partner with meeting and event stakeholders to organize and coordinate customer and employee events, serving as the initial point of contact for attendees and ensuring logistical and administrative needs are met.
Develop a deep understanding of Stellix’s brands and use this knowledge to guide appropriate communication with customers and guests. Identify key stakeholders and tailor interactions to meet their needs and expectations.
Manage the planning and execution of customer meetings, including arranging meals, refreshments, calendar invites, flowers, gifts, and related communications.
Participate in and/or lead the setup and breakdown of in-office events such as company meetings, client meetings, holiday parties, and other scheduled activities.
Ensure smooth operations between front desk activities, event coordination, and Facilities team needs.
Front Desk Supervision:
Oversee front desk operations, including managing phone lines, email inbox, and mail delivery. Implement process improvements to ensure smooth and efficient operations. Develop and maintain standard operating procedures (SOPs) and process documentation for front desk activities to ensure clarity and consistency.
Serve as the business system administrator for the phone system, as well as the desk and conference room reservation platform, ensuring proper functionality and optimizing usage. Manage user access, configure system settings, and monitor room schedules.
Support Finance, Procurement, and Warehouse needs as needed.
Perform routine maintenance housekeeping inspections of lobby, kitchens, restrooms, meeting rooms, and coffee stations.
Oversee regular stocking and procurement of office supplies. Report service requests for office equipment as needed.
Assist vendors for our internal services programs including flower deliveries and towel services for fitness center.
Own and manage the building access ID card process, including creating and deactivating badges, maintaining records of lost or loaned cards, and ensuring proper maintenance of the badge printer. Analyze badge usage data to identify trends and improve security and efficiency.
Oversees safety and security of the lobby area and our employees. Reports issues of concern to Management expeditiously.
What You’ll Bring
Positivity and a conscientious mindset with a high level of enthusiasm and willingness to learn.
Willingness to incorporate coaching and instructions into daily tasks and assignments.
Self-motivating attitude and the desire to support and encourage a collaborative and engaging work environment for Stellix employees and customers.
Desire to succeed as a self-starter with a keen sense of ownership and the ability to work independently on assigned tasks as appropriate.
Highly organized work ethic with critical attention to details
Exceptional time management skills and the ability to prioritize work effectively.
Strong verbal and written communication skills.
Technology skills, including the use of Microsoft Office and other tools; (Outlook, Word, Excel, PowerPoint, SharePoint, OneDrive, Smartsheet, etc.).
Ability to quickly adapt to new software technologies and business systems as needed.
Minimum Requirements:
Bachelor's Degree preferred or HS diploma with equivalent experience
3 years prior Office Administration or Office Management Support experience.
Prior experience in hospitality or event planning.
Reliable transportation and the ability to work onsite at our Stellix office in Foxboro, MA Monday – Friday, (8AM – 5PM). Occasionally support after-hours events onsite.
Must be able to physically perform the responsibilities of the job (including rolling tables/chairs in & out of rooms, lifting up to 25 lbs, etc.)
Must be currently authorized to work in the United States.
Policy on Third-Party Unsolicited Resume Submissions:?Please note that any third-party unsolicited resume submissions will immediately become the property of Stellix. Stellix will not pay any fee to a submitting employment agency, person, or entity unless a signed agreement is established.
Please Note:?Stellix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by law.
