Job Description

JOB TITLE: Customer Service Associate

LOCATION: Tustin, CA

SUMMARY/CONTRIBUTION OF POSITION:

Zymo Research is looking for a positive and solutions-oriented individual to join the customer service team! The individual will support customers world-wide with order and product related inquiries, manage incoming orders, and collaborate with teams from other departments to fulfill customer requests.

As a customer service associate, you will also be involved with identifying customer needs to ensure a positive customer experience and continuous process improvements within the department.

Apply now for the opportunity to work at an innovative and fast-growing biotech company!

PRIMARY RESPONSIBILITIES:

In this role, you will:

· Receive and process orders placed via email, fax, and phone using Oracle NetSuite

· Provide phone and email support to customers on order and product-related inquiries in a friendly, professional manner

· Resolve and follow-up on order-related discrepancies

· Coordinate returns, replacements, refunds, and credit memos.

· Provide customer insight, feedback, and participate as a consultant to the internal team for customer experience improvements

· Cultivate good relationships with key accounts

· Maintain customer accounts and record customer interactions

· Collaborate with internal teams to fulfill customer requests

· Assist the shipping team with generating labels and scheduling for international shipments

OTHER DUTIES & RESPONSIBILITIES:

· Advise customers on lead times, current promotions, and company policies

· Provide feedback on workflows and processes to identify and optimize areas of improvement

EDUCATION AND EXPERIENCE

Position requirements:

• A high school diploma, general education degree, or equivalent
• Experience in customer service principles and practices
• Proficiency in Microsoft Office (Outlook, Word, and Excel)
• Strong interpersonal and communication skills, both verbal and written
• Ability to work independently, multi-task, and adapt to evolving customer service processes

Preferred experience:

• Associates degree, BS in Business Administration, or a related discipline
• Knowledge of Oracle Netsuite or other ERP system
• 2 years of experience in an industry position providing direct customer support

This position is open to those currently residing in and authorized to work in the USA.

Company Description

Larry Jia, M.D., founded Zymo Research Corporation in 1994. With humble beginnings, he started manufacturing the first DNA/RNA extraction and purification products for E. coli and yeast out of a garage in Orange, California. Today, Zymo Research is a multi-million dollar company with its headquarters based in Irvine, California. In addition to its California headquarters, Zymo Research has two international branches located in Freiburg, Germany and Beijing, China. The company's DNA and RNA extraction kits are used mainly by academic and biopharmaceutical scientists, who need to isolate and purify DNA/RNA from tissue, blood or serum samples. Zymo Research is also known for its epigenetics line of products used in DNA methylation detection and quantitation. They carved out a niche in this market by being an early adopter in the field of epigenetics and by offering a high-quality product. They are considered the leader in this market space. One of the keys to Zymo's success in the past 25 years has been their ability to listen to their customers and react quickly. Their tagline "The Beauty of Science is to Make Things Simple" is a mantra that is reflected in every one of their products. From epigenetics to RNA/DNA isolation, each product is designed to be both simple in use and robust in its performance. Inside Zymo Research Zymo Research's core beliefs are based on innovation, quality, and customer service. These three paradigms are ingrained in their company culture. They believe their products are the most reliable and uphold to the highest standards of quality in the industry as evidenced by their ISO 9001 certification. They have also received Frost & Sullivan's Best Practices Award for Leadership in Epigenetics Product Quality. OUR MISSION To provide the most reliable, innovative, and valuable biomedical tools and services to our customers through research and strategic development. OUR VISION To have a positive impact in the biomedical field and to contribute to the greater good of humanity. GOLDEN RULE " Treat others as you would like to be treated " . We strongly believe this principle dictates teamwork and open communication.