Senior Customer Excellence Representative (US)

 

Refeyn is the world's pioneer in mass photometry – a ground-breaking technology that weighs individual molecules and particles with light. It transforms our ability to characterise the composition, structure and dynamics of biomolecules and biomolecular complexes, nanostructures, and viral capsids.

Since being spun out of the University of Oxford in 2018, Refeyn has been developing mass photometry instruments and delivering them to customers around the world – at leading academic institutions and in biopharma. We are continuously pushing the boundaries of what mass photometry can achieve.

With headquarters in Oxford, UK as well as offices in the US, we are a growing, global company with a team of over 170 employees (and growing). In addition to achieving market success, Refeyn has attracted a high level of investment – we raised $70m in our Series B funding round in March 2022.

At Refeyn, we are fiercely proud of our talented workforce, whose creativity, tenacity and skills have enabled us to evolve into a successful, well-funded and rapidly growing company in just a few years. To achieve our ambitions – to transform analytical workflows in the life sciences, biopharma and beyond with mass photometry – we are continuing to expand our workforce.

We strive to be an outstanding place to work – by maintaining a positive and inclusive culture, offering competitive salaries and benefits, encouraging ongoing training and development, plus, of course, plenty of other perks.

 

Job Overview

As a Senior Customer Excellence Representative, you will be a senior point of contact and face to our customers. Your primary responsibility is to provide outstanding customer service by addressing inquiries, resolving complex issues, and ensuring excellent customer experience. This role involves handling customer inquiries and collaborating with various departments, serving as the point of contact for customer escalations. The ideal candidate will have a strong background in customer service leadership, excellent organizational and problem-solving skills, and a passion for delivering superior customer experiences

Primary responsibilities for this role include: 

• Customer Interaction: Serve as the primary point of contact for complex customer inquiries and complaints, ensuring timely response showing empathy and driving effective resolution. 
• Mentorship: Provide mentorship and support to junior customer excellence representatives.
• Reporting & Analytics: Monitor and analyze customer service metrics to identify areas for improvement.
• Training & Onboarding: Develop and implement customer service best practices and training programs.
• Process Support: Provide accurate information to our customers about products, services and procedures. Process vendor onboarding requests, orders, returns, and exchanges to support the Order to Cash process.
• Coordination: Customer request coordination from start to finish, serving as the main point of contact for the customer, managing the step by step process to fulfill the customer request.
• Collaboration: Work closely with other departments such as Sales, Field Service, Operations, Logistics and Finance, to address customer needs, resolve issues and contribute to cross-functional projects.
• Record Keeping and Documentation: Maintain detailed and accurate records of customer interactions in our CRM, ERP, and Sharepoint systems. Documents processes and procedures as required; this may include both internal and external documentation.
• Process Improvement: Identify areas for improvement in customer service processes and work with management to implement changes that enhance efficiency, service quality and customer experience.
• Customer Experience: Foster an excellent customer experience and drive loyalty and advocacy in the customer base.
• Policy Adherence: Maintain up-to-date knowledge of company products, services, and policies. Ensure compliance with company policies and procedures and contribute to the development of new policies as needed.

We are ideally looking for someone with the following skills and experience:

• Education: High school diploma or equivalent; college degree preferred
• Language: Fluent in English (required), second language preferred
• Experience: Minimum of 3-5 years of experience in a customer service role
• Skills: Excellent communication and interpersonal skills and the ability to remain calm