Customer Service Representative - Contract - Houston, TX

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.

Job Summary

Join our dynamic team as a Customer Service Representative (Contract Assignment) in the fast-paced life sciences industry. In this role, you'll play a key part in maintaining and nurturing both internal and external relationships, providing essential support to our entry-level and Tier 2 customers. Your responsibilities will include assisting with quotes, order amendments, and facilitating customer inquiries via chat, calls, and email.

**Please note that this is a 1-year contract position and will be employed through our agency partner, with the potential for a permanent role depending on the organization's needs at the end of the contract.

Key Responsibilities

• Deliver exceptional customer service by effectively resolving issues and addressing general inquiries with a focus on excellence. 
• Act as a first point of contact for customer concerns, providing accurate and timely solutions.
• Engage in proactive communication to anticipate customer needs and enhance their experience
• Engaging with customers via telephone, instant chat, and email, guiding them through account creation, order placement, and receipt of goods.

• Collaborating with internal teams, including Technical Support, Sales, Logistics, Finance, Digital, and Business Operations, to ensure seamless customer experiences.
• Handling order amendments, assisting with purchase orders (POs), and providing account-related support.
• Managing post-sale customer inquiries, while liaising cross-functionally.
• Engage in group Zoom calls and other support channels to collaborate with the team and address internal/external support needs.
• Scheduling and modifying orders within internal systems, as well as handling related business operations.
• Working closely with the Regional Commercial team to support customer needs.
• Assist with shipping-related inquiries and issues, ensuring smooth and timely delivery of orders.
• Attend weekly Customer Service meetings to identify and recommend process improvements.
• Understanding customer profiles and needs to deliver best-in-class customer service.
• Engage in proactive communication to anticipate customer needs and enhance their experience.
• Collaborate with team members through group Zoom calls and other support channels to ensure cohesive service delivery.
• Assist with shipping-related inquiries and ensure smooth order processing and delivery.
• Continuously seek opportunities for process improvement and contribute to team goals.
   

Experience

We are seeking a highly motivated and dedicated professional to join our US Customer Services team as a Customer Service Associate. This role is well-suited for individuals with a strong commitment to delivering exceptional customer service and/or a background in Genomics. The ideal candidate will excel in front-line customer engagement, demonstrating a passion for surpassing customer expectations and providing outstanding support. Proficiency in French or Spanish is highly desirable.

Qualifications/ Education

• Bachelor’s degree or equivalent experience.
• Proven experience in Customer Success, Customer Service, or a similar customer-facing role.
• Ability to manipulate, analyze, and interpret data effectively.
• Exceptional interpersonal, oral, and written communication skills, with a demonstrated ability to lead, influence, and deliver outstanding customer experiences.
• Experience with ERP and CRM systems is a plus.
• Background in the Healthcare or Life Sciences industry is an advantage.
• Proficiency in French or Spanish is highly desira