What does science and service mean to you? For our Customer Care Group, it is a chance to be a part of legendary discoveries - from research to cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend's Customer Service Team means being at the forefront, showcasing legendary service and translating our culture into tangible results for our customers.

On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal - providing our customers with Legendary service. At BioLegend (a division of Revvity Inc.), you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more!

Essential Functions

Special Teams within Customer Care is looking for a service-based account manager that is a service centric professional who thrives on cultivating one-on-one customer interactions. With a mindset of white-glove service, every time, we are looking for someone to perform these job duties and who looks at how we can continuously improve upon them.

• Be the customer's valued partner - Ability to nurture and maintain strong customer relationships is essential with customers and/global partners and have a core understanding of their unique requirements. Autonomously utilize your exemplary communication skills with a proactive and strategic perspective to address your account's needs with cross-functional groups to facilitate deadlines.
• Be the advocate for your assigned accounts and represent the voice of the customer, to drive improvements and enhance our customers' overall experience.
• Collect, analyze, and report out customer data to identify trends which will support in maintaining high levels of service.
• Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; Identify and solve any roadblocks that could affect those goals.
• Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
• Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle. Enter and accurately process high value orders into our Enterprise Resource Planning (ERP) database system.
• Schedule and manage global shipments according to contractual agreements, and collaborating with logistics team and other relevant departments to resolve any issues that could impact on time delivery.
• Subject matter expert on providing correct export documentation to assist customers with importation.
• Lean on your cultural intelligence to effectively communicate with global partners.
• Stay informed on the status of key account orders currently in production to provide immediate and proactive updates to customers and internal stakeholders.
• Create and schedule standing orders with lot sequestering; follow up with logistics teams to ensure fulfillment.
• Use CRM to identify, analyze and document complaint trends for your accounts and provide resolutions to prevent further impact to our customers.
• Engage in legendary collaboration with customers via email and phone communications, using empathy and a growth mindset to efficiently address concerns and to resolve unique or complex issues.
• Be an agent of change - listen to ideas, share thoughts and work together to implement process improvements.
• Use resources efficiently and work as a team to seek opportunities to support strategic and revenue producing outcomes.
• Troubleshoot system concerns reported by the team and escalate to appropriate system administrators.
• Support the team problem-solving and effectively navigate complex issues.
• Ability to train and mentor Customer Care Associates to empower them to addressing customer expectations.
• Ability to serve as a Qualified Trainer for the team as a Subject Matter Expert within Special Teams, provide refresher trainings, and creates, updates SOP's and work instructions
• May serve as a back-up to Team Supervisor; work closely with Supervisor to provide personnel updates.
• Maintain a professional level of privacy regarding confidential customer information.
• Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges
• Other projects or responsibilities as may be required.

Minimum Qualifications - Education and Experience

• 5 years of applicable Customer Service experience in an office setting
• 3-4 years of experience with Enterprise Resources Planning (ERP) systems
• 3-4 years of experience with Customer Relationship Management (CRM) systems
• 2-3 years of order processing or data entry experience

Preferred Qualifications - Education and Experience

• Bachelor's Degree
• 2+ years of service-based Account Management experience
• 5-8 years of applicable Customer Service experience in biotech or pharma
• 4-5 years of experience with Enterprise Resources Planning (ERP) systems
• 4-5 years of experience with Customer Relationship (CRM) systems
• Strong computer and technical skills, including 5+ years of experience with MS Office programs and proficiency with 10-key
• Strong emphasis on reliability and dependability is a must for this position
• Analytical thinking is a key component of this position, requiring the ability to assess and interpret information effectively
• Proven excellent verbal/written communication
• Very high attention to detail - accuracy is critical
• Demonstrated confidence, strong initiative, self-direction, and ability to prioritize, and drive action
• Proven track record of de-escalating customer issues with sympathy and empathy
• A desire to enact change and strive for innovation
• Ability to adapt to a fast paced and evolving environment

The base salary range for this full-time position is $27-30/hour. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

Work Environment & Physical Demands - Office

While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.