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Customer Support Representative job

Twist BioscienceSouth San Francisco, CA
Twist Bioscience jobs

Company

Salary

Skills

Company Description

Twist Bioscience is a synthetic DNA manufacturer located in San Francisco. They provide an innovative silicone-based synthetic DNA platform that will help researchers in fields of medicine, agriculture, industrial chemicals, and data storage. The company is committed to providing tools that enable faster and cost-effective production of synthetic DNA. They offer SARS-COV-2 tools, synthetic control, genes, oligo pool, DNA data storage, and COVID antibodies. Their vision is to set audacious goals and collaborate to achieve them. The company provides great benefits and a learning environment for its employees. Currently, jobs in administration, operation, research and development, and sales and marketing department are open.

Job Description

Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. Synthetic biologists will use our products to engineer how organisms produce cures to diseases, make everyday chemicals by using the atmosphere as the carbon source, enable plants to make their own fertilizers, and to create in-vivo diagnostics that alert us when we are sick, and many more applications.

We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You'll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You'll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience's products, and reinforce the quality of our brand.

Key Responsibilities:
  • Respond to and resolve product, service and order inquiries and problems via email, chat and phone by:
    • 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.
  • Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist's product line to process.
    • decide which product to buy
    • navigate and use our ecommerce website
    • understand the status of their order
    • Provide information and guidance to help customers:
    • Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders.
  • Generate sales quotes for sales reps within Salesforce quote to cash system.
  • Flexible work hours are preferred; will be supporting different time zones. Two available shifts, Monday through Friday 6:00am - 3:00pm or 8:00am - 5:00pm plus one Saturday per month 9:00 - 2:00.
Requirements and Qualifications:
  • Bachelor's degree, preferably in life sciences or related field.
  • 1-2 years work experience in biotech industry.
  • 2+ years customer-facing experience.
  • Excellent verbal and written communication skills.
  • Attention to detail.
  • Able to multi-task, prioritize, and manage time effectively.
  • Strong computer skills, familiarity with Microsoft Office Suite and/or G-Suite, preferably including Salesforce and Zendesk.

About Twist Bioscience

Twist Bioscience synthesizes genes from scratch, known as "writing" DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides 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.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Estimated annual salary
$46,258
average
Minimum
$37,540
Maximum
$56,172

TASKS

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • SpeakingTalking to others to convey information effectively.
  • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

KNOWLEDGE

  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Twist Bioscience

Type

Company - Private

Size

Small

Revenue

$25M to $50M

Location

Multiple locations

Industry

Scientific Research & Development Firms

Founded

2013

CEO

Emily Leproust

Job Filters

FILTER JOBS
Senior Accountant - Equity CompensationTwist BioscienceCarlsbad, CA
At Twist Bioscience, our expertise is accelerating science and innovation by leveraging the power of scale. We are building a culture of success and are looking for motivated professionals to join us! To add to our growth, we are seeking a Senior...Read more
Product Line Specialist, Gene ProductionTwist BiosciencePortland, OR
Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. Synthetic biologists will use our products to engineer...Read more
The Account Manager, Antibody Discovery Services will work to establish Twist’s market position in the area of variant libraries and biopharma products and services. Developing strategic goals, building key customer relationships, identifying business...Read more
Operational Excellence System AnalystTwist BioscienceSouth San Francisco, CA
Are you a laboratory scientist or process engineer with strong communication skills looking for a career path beyond the bench? Are you an experienced systems/business analyst fascinated by DNA-driven efforts to improve Sustainability, Food Security...Read more
Sr. LIMS Project AnalystTwist BioscienceSouth San Francisco, CA
Can you speak both “lab” and “software” languages? We are looking for experienced Business Analysts, Software Product Owners, and Software Project Manager applicants for an expanding Senior LIMS Project Analyst role within Process Development at Twist...Read more

Closed Job Filters

FILTER JOBS
Director, Product ManagementTwist BioscienceSan Francisco, CA
The Director, Product Management will manage the creation and portfolio of Twist Bioscience products. The role includes responsibility for establishing long-term platform strategy, meeting planRead more
Senior DevOps Lead EngineerTwist BioscienceSan Francisco, CA
About Twist Bioscience Twist Bioscience synthesizes genes from scratch, known as "writing" DNA. Just as children learn to both read and write, the next phase of development for the genomics revolutionRead more
Application SpecialistTwist BioscienceSouth San Francisco, CA
About Global Application Support team The Global Application Support Team delivers effective technical resolution and improves our end users' experience using our products. The team will work closelyRead more
Information Security and Compliance ManagerTwist BioscienceSouth San Francisco, CA
At Twist Bioscience, our expertise is synthetic DNA. Twist has developed a proprietary innovative semiconductor-based synthetic DNA manufacturing process featuring a 10,000-well silicon platformRead more
Account Manager - BostonTwist BioscienceBoston, MA
The Account Manager is responsible for delivering revenue and driving growth in their territory for Twist Bioscience gene synthesis products. (S)he is accountable for delivering accurate revenueRead more
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