Customer Support Associate

Job Description Summary Do you have excellent written and verbal communication skills and are looking to develop your career in a growing biotech company? If you have excellent organizational and multitasking skills, then this role may be for you!

The Customer Service Associate will work as part of the team that is responsible to provide exceptional service to our customers who place orders and inquiries through multiple channels and technical platforms. Provide answers, resolution, and escalation of customer requests within the department, or triage to other STEMCELL departments. Other tasks will be performed as needed. This is a fixed term 12-month contract.

Core Duties and Responsibilities

• Manage end to end order management, from entry, backorder management, order scheduling and accurate invoicing
• Ensure customers receive the correct product, at the correct time, with timely communication of any delays or changes
• Resolve customer and order related issues, by providing solutions to customers through Live Chat, Phone and Email channels by maintaining direct contact with the customer before and/or after the sale
• Execute cross-departmental coordination of orders which have specific product requirements to deliver on our customers expectations
• Participate and provide recommendations in continuous improvement discussion and performs other duties as assigned by the supervisor

Knowledge and Qualifications

Education & Experience

• Bachelor’s Degree required
• Previous experience in Order Processing, B2B Customer Service, or a related field is an asset but not necessary, as full training will be provided
• Full professional fluency in both French, English and German is mandatory

Technical Skills

• Proficiency or familiarity with SAP and SFDC (Salesforce)
• Strong computer literacy, specifically in Google Suite (GMAIL, Docs, Sheets)

Soft Skills & Work Ethic

• Ability to thrive in a changing environment and handle multiple priorities independently after completing on-the-job training
• Strong personal organization, time management, and problem-solving abilities
• Demonstrates high attention to detail with a track record of strong data processing accuracy
• An excellent team player who is responsible, dependable, and communicative

Benefits and Compensation

The annual salary for this job ranges from: €31,400.00 - €47,200.00

STEMCELL determines an individual's pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package that may include health benefits, retirement savings, and more (depending on region).

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.