Customer Service Specialist - EMEA

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking an experienced Customer Service Specialist - EMEA who will play a pivotal role in supporting our growing European and international Sales and Customer Support team. This is an incredible opportunity for someone who is passionate about customer service and support. This role will report to the Director, Commercial Operations and will be remote role with a preference in The Netherlands.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Supports quote & contract review to ensure all order details are accurate
• Track activities within existing CRM systems to track call activity & enhance communication
• Aligns with Commercial and Operations team to ensure orders will be processed per customer’s specification
• Supports gathering information from Commercial to ensure the order is completed for all parts to be processed the first time
• May be required to download and upload customer data to and from customer portals
• Follows up on customer orders working with Operations to meet plant lead times
• Prepares and provides data for customer order reports as requested
• Constant communication with Operations to align on order commitments
• Generates fulfillment orders to the European based warehouse and addresses delivery-related questions as needed to ensure timely shipments
• Works with Customer Support and Operations to provide expedites when needed
• Ensures orders are billed accurately for any expedites or change requests
• Ensures orders are completed to move to invoicing
• Prepares documents/trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges
• Supports the completion of forms for new accounts, credit applications, and other applicable approvals
• Providing ongoing support for customers post implementation

Education and Experience:

• Bachelors degree in Life Sciences is preferred plus a minimum of 4+ years of related customer service/support experience
• Experience working in a startup environment is preferred
• Knowledge and/or experience with CRM and ERP systems preferred
• Knowledge and/or experience in logistics is preferred
• Ability to be adaptable and learn a new process quickly and be a subject matter expert in the process
• Excels at building rapport and working cross-functionally, multi-tasking, organization and time management
• Strong problem solving, organizational, relationship building and time management skills
• Demonstrated ability to be proactive and take initiative in business situation
• Strong attention to detail and follow-up skills/multi-task
• Experienced in Microsoft Office applications (Excel, Word, Access, PowerPoint, Outlook)
• Ability to run reports and identify trends

Physical Requirements:

• Frequently moves boxes weighing up to 20 pounds

Location:

• Remote – with a strong preference in The Netherlands

Travel: 

• Travel up to 10% or as needed

Job Type:

• Full-time/Exempt

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off. 

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience. 

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.