Experienced Customer Support Representative – Biotech Industry Leader

At arenaflex, we're revolutionizing the world of Synthetic DNA technology, empowering scientists and researchers to engineer life-changing solutions. As a Customer Support Representative, you'll be at the forefront of this innovation, delivering exceptional support to our customers and shaping the future of biotechnology.

Join the arenaflex Team

We're seeking passionate and dedicated individuals to join our rapidly expanding team. As a Customer Support Representative, you'll be responsible for providing concierge-level support to our customers, building strong relationships with sales staff, and driving customer satisfaction scores. Your goal will be to differentiate arenaflex as a biotech industry leader, reinforcing our brand's quality and excellence.

What You'll Be Doing

As a Customer Support Representative, your key responsibilities will include:

• Responding to and resolving product, service, and order inquiries and problems via email, chat, and phone

+ Identifying the cause of the problem + Collaborating with other stakeholders to develop a solution + Presenting the solution to the customer + Following up to ensure the customer is completely satisfied

• Processing sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff
• Resolving any errors effectively and efficiently, requiring an advanced understanding of arenaflex's product line
• Providing information and guidance to help customers:

+ Decide which product to buy + Navigate and use our ecommerce website + Understand the status of their order

• Staying current on the status of key account orders currently in the production pipeline and providing proactive updates to internal stakeholders
• Generating sales quotes for sales reps within the Salesforce quote-to-cash system
• For the Japan position, providing guidance on Asia region import/export logistics and compliance

Flexible Work Hours and Global Support

We offer flexible work hours to support different time zones, with two available shifts: Monday through Friday, 6:00am – 3:00pm or 8:00am – 5:00pm, plus flexible weekend shifts. As a Customer Support Representative, you'll be responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of your daily activities and ensuring product or service meets regulatory requirements, customer requirements, and established QMS/ISMS policies and procedures.

What You'll Bring to the Team

To succeed in this role, you'll need:

• A Bachelor's degree, preferably in life sciences or a related field
• 1-2 years of work experience in the biotech industry
• 2+ years of customer-facing experience
• Excellent verbal and written communication skills
• Attention to detail
• Ability to multi-task, prioritize, and manage time effectively
• Strong computer skills, familiarity with G-Suite, preferably including Salesforce
• For the Japan position: Familiarity with Asia region import/export logistics and compliance

About arenaflex

arenaflex synthesizes genes from scratch, known as "writing" DNA. We work in service of people who are changing the world for the better, providing precision at a scale that is otherwise unavailable to our customers. Our unique silicon-based DNA Synthesis Platform empowers scientists and researchers to engineer life-changing solutions in fields such as health care, agriculture, industrial chemicals, and data storage.

Join the arenaflex Team

If you're passionate about biotechnology and delivering exceptional customer support, we encourage you to apply for this exciting opportunity. As a Customer Support Representative at arenaflex, you'll be part of a dynamic team shaping the future of Synthetic DNA technology. Apply now to join our rapidly expanding team and contribute to the development of life-changing solutions.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law. Apply for this job