Customer Service Associate: Houston, Tx

The Customer Services Associate will join the Customer Services team to offer support to Oxford Nanopore Technologies customers. The successful candidate will respond to customer enquiries through knowledge of ONT's webstore including account set up, quotes, products, and order functionality. In addition, maintain internal and external customer relationships by responding to enquiries and documenting action using Salesforce.com.

A key part of this role will be liaising with the wider commercials teams to resolve queries in a timely manner and strive for operational excellence.

Duties include but are not limited to:

• Answering customers questions on business processes and products
• Liaising with customers via telephone / instant chat and email as part of their journey from account creation, order placement and receipt of goods.
• Supporting internal teams including Technical Support, Sales, Logistics, Finance, Digital and Business Operations
Ensuring KPI
• 's on the Customer Service and customer satisfaction are met.
• Post-sale customer onboarding and order to cash fulfilment for customer along with liaising cross functionally.
• Scheduling and amending of orders on internal systems and similar business operations.
• Collaborating closely with Regional Commercial team on customers
• Any other duties as might be required within the remit and responsibilities of the post.
• Support internal events by attending them and managing face to face customer interactions.
• Weekly reporting and analysis of data to suggest process improvements.
• Build Customer Success playbooks for high value customers and provide White Glove support while delivering successful outcomes to the customers.
• Understand the customer profile and needs to provide best in class Customer Service.
• Travel to client site, offices and events may be required.
• Working from the office 5 days a week

Location:

This position will be located on-site in Houston, Texas.

The Details...

The successful candidate will offer a complete Customer Services solution to Oxford Nanopore Technologies existing and potential customer base. Customer Service Associates provide support to the wider commercial team to include internal partners. This is very exciting role, and if successful, you'll act as the first point of contact for all external customer correspondence and offer triage accordingly across the NA commercial team.

Responsibilities include:

• Answering customers questions on business processes and products
• Scheduling and amending orders on internal systems.
• Developing an engaging relationship with clients to maximize
• Speaking to customers on the phone/instant chat/email as part of their customer experience from account creation/order to receipt
• Following up marketing campaigns with customers
• Supporting internal teams including Technical Support, Sales, Market Development, Logistics, Finance, Operations and Marketing
Ensuring KPI
• 's on the Customer Service experience and customer satisfaction are met.

What We're Looking For...

A highly driven and motivated individual to join the US Customer Services team as a Customer Service Associate. Someone with a strong dedication to Customer Service and/or Genomics. This role will suit someone who enjoys front line customer engagement and who loves to exceed customer expectations.

• BS degree or equivalent experience
• Experience working in a Customer Success, Customer Service or other customer facing role.
• Understand how to manipulate, analyze & interpret data.
• Excellent interpersonal, oral and written communication skills as well as ability to lead and influence and deliver outstanding customer experience.
• Experience with ERP and CRM systems is a plus.
• Experience in Healthcare / Life Science Industry is a plus.
• French or Spanish Speaking is highly desired.
• Monday - Friday 8am - 5pm CST & Monday - Friday 10-7pm CST

Compensation/Benefits:

The salary for this role is between $62,700 - $94,050 USD. The salary offered will reflect the skills and experience of the candidate.

Certain roles within ONT are eligible for annual bonus and stock. These awards are allocated based on individual performance.

Employees based in the US have the option to choose healthcare benefits, participate in the company 401(k) plan and company match, we also offer short-term and long-term disability coverage, basic life insurance, and commuter benefits to name a few.

Company Overview:

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and commercial presence in many global locations across the US, APAC and Europe. Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialization. The management team, led by CEO Dr. Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis (for rapid insights), in fully scalable formats from pocket to population scale, that can analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere. We offer real-time nanopore-based DNA/RNA sequencing technology: accessible, easy to use and fully scalable for any requirement.

Equal Opportunity Employer:

We are proud to be an equal opportunity employer. We select and employ candidates only in accordance with their merits, qualifications, and abilities to perform the duties of the job regardless of gender, marital status, race, religion, color, age, disability, sexual orientation, military, or veteran status. If you require accommodation to complete the application or interview process, please contact human.resources@nanoporetech.com To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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