background image showing a female scientist wearing lab coat, gloves, and safety glasses, looking down as she looks at her analysis.

Customer Care Administrator

Natick, MA | Remote Field Full-time      

Job purpose:

Support Pillar’s growing commercial effort by providing professional customer service and assistance within the internal sales and support team.  The Customer Care Admin will support customer needs by providing helpful information, answering basic questions and working with FAS team responding to account activity.  This position will additionally act as the interface between customer facing commercial and internal operations, assisting the field and sales support teams with conversion of forms, quotes, sales and purchase orders and CRM systems management.  The Customer Care Administrator will report to the Director of Service and Support.

Duties and responsibilities

    • Respond to incoming customer service calls for support and or sales inquiries
      • Answer basic questions about available products or services.
      • Process over the phone sales orders.
      • Take customer complaints and initiate case reporting to FAS team member.
    • Manage CRM systems data input and reporting
      • Maintain and regularly update case reporting and inventory metrics within Salesforce, SAP and other internal CRM systems for commercial reporting.
      • Establish new customer accounts, recording account information on digital and written forms.
      • Assist commercial team with appropriate documentation and forms needed by operations to process sales orders and logistics.
    • Support customer conflict resolution
      • Listen to customer concerns and complaints with goal of identifying the root cause and solution to problem.
      • Refer advanced cases to FAS for resolution, collecting and providing background information as necessary to facilitate quick turn-around time for customers.
      • Select and communicate appropriate responses to customer issues
    • Communicate with customers through various channels
      • Respond promptly to customer inquiries.
      • Maintain a positive and professional attitude toward customers at all times.
      • Communicate with KOLs, collaborators and customers on behalf of the support and operations teams regarding orders, complaints, shipments or general needs.
    • Advanced degree in life sciences or equivalent, 5+ years experience working in NGS or clinical testing laboratory

Experience, Knowledge, Skills and Abilities:

    • 5+ years customer service or support experience, dedication to customer satisfaction.
    • Excellent interpersonal, listening and organizational skills.
    • Positive, empathetic and professional “can do” attitude.
    • Ability to adapt to fast-paced work environment, multitasking and keeping focus on customer needs.
    • Demonstrated success managing complex tasks with minimal oversight
    • Proficiency with computer operating systems, Microsoft Office Suite, Outlook, ect.
    • CRM Management experience, SAP or comparable systems a plus.
    • Ability to work with all levels of the organization (Sr. management, R&D, commercial, QA/RA, and operations)
    • Willingness to learn and understand the technical and commercial aspects of the goods and services offered by Pillar.
    • Flexibility in work schedule and changing departmental needs as dictated by customer requirements.

      Experience, Knowledge, Skills and Abilities:

Working conditions   

This position is conducted in a standard office environment. The role routinely requires the use of typical office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Must be able to sit at a computer for long periods of time.

Department:  Commercial

            Reports to:      Director of Service and Support

            Location:         Remote field based

            Classification: Experienced

            Travel:             Up to 25%

            Status:             Full-time

We offer a competitive compensation and benefits package that includes medical and dental insurance, paid vacation, 401(k), and more. For more information visit Pillar Biosciences Inc. is an Equal Opportunity Employer.

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