Job Description

POSITION SUMMARY:

The successful candidate builds strong relationships with customers and serves as a liaison between customers, account managers and cross-functional groups across the company. The ideal candidate will have experience supporting numerous accounts and engaging with internal Department Managers, Key Decision Makers and internal Account Managers and Business Development Managers. Contributes to the company’s ability to meet sales goals by driving and building key relationships and exceptional customer experiences. Focus of the role may vary based on need and candidate experience.

RESPONSIBILITIES:

• Provide high level of support to Territory Account Managers; drive resolution of issues and anticipate needs, providing clear communication and follow-up on actions.
• Order entry and maintenance: entering and tracking sales orders, leads, returns, credits, debits, e-commerce orders, and general backlog management.
• Navigate multiple systems in response to customer or cross-functional inquiries. Support the team through cross-functional collaboration with issue escalation and resolution as well as completing support documentation requirements.
• Answer questions and product inquiries via phone and email on the use and performance of nanoComposix products.
• Develop & maintain a strong understanding of nanoComposix’s nanomaterial catalog, nanomaterial properties, and synthetic & characterization capabilities. 
• Confer with nanoComposix's scientific team (Research Associates & Scientists) to provide customers with accurate technical information in response to inquiries.
• Communicate clearly and effectively with customers while listening actively to provide an exceptional customer experience.
• Handle inbound inquiries through phone/email for both internal and external parties to help support and drive solutions.
• Cross-territory account support including, but not limited to, order management, support processes, customer/sales collaboration, service/field support activities, internal cross-functional project/process management.
• Adapt readily to change and navigate systems with high level of efficiency.
• Excel in a high-volume, fast paced, demanding environment. Manage queues, emails, cases, and work orders on a daily basis. Prioritize and respond quickly to assist customers and field service teams. Excellent follow-through required.
• Read, create, and analyze reports to take action. Generate and analyze customer and territory sales reports as well as inventory reports to support internal process improvement and communications to customers and internal teams.
• Help to identify communication or process gaps, drive process understanding, development, and implementation to streamline business functions and customer experience.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions and apply best practices and knowledge of internal/external business challenges to improve products, processes, or services.

Qualifications

REQUIREMENTS:

• BA/BS in relevant scientific field required (Biology, Chemistry, etc); experience with nanotechnology is a plus
• 2 or more years of relevant experience
• Experience in a customer/account communication management role preferred
• Strong analytical and problem-solving skills
• Strong written and verbal communication skills; very detail-oriented
• Strong interpersonal skills with demonstrated ability to work effectively in a team environment in both a leadership and member role
• Self-motivated with a desire to provide excellent customer service.
• Ability to read, generate, and analyze reports
• Strong competency with Microsoft Word, Excel, and Powerpoint required. Advanced proficiency is a plus.
• US citizenship or green card

DESIRED SKILLS & EXPERIENCE:

• Basic business management experience
• Previous experience using a CRM database (Salesforce or Zendesk, etc.). In-depth knowledge a plus.

Additional Information

APPLICATION PROCESS

Qualified candidates should submit a resume and cover letter. The cover letter should include information on how your previous experience relates to the job requirements and your availability. Specific examples are of interest. You will not be considered without a cover letter.

All your information will be kept confidential according to EEO guidelines.