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, 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 maintain open and effective communication at all times.
Key Responsibilities
- Ensure customer satisfaction and provide professional customer support
- Respond promptly to customer and co-workers inquiries
- Process orders in a timely manner
- Receive high volume of customer calls/emails
- Communicate and coordinate with internal and external customers to provide best customer experience
- Process quotes, orders and phone calls in a timely manner
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 develops – and implements – 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
Compensation will range between $20-$22 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.
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