Customer Care Specialist

About Vizgen:

Vizgen is a rapidly growing company developing the next generation of spatially resolved genomic profiling tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company's groundbreaking MERFISH spatial transcriptomics technology images RNA molecules with high accuracy and unrivaled detection efficiency at subcellular resolution. MERFISH provides transformative insight into a wide range of tissue-scale basic research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine. For more information, go to

Summary:

The Customer Care Specialist interacts with customers to ensure their experience from pre‐sales to post‐sales is exceptional. Reporting into leadership based in Vizgen’s Cambridge, MA headquarters, this person’s primary responsibility will be managing all customer requests pertaining to product orders, returns and general inquiries with a focus on accurate and quality interactions. This fast-paced team environment supports Vizgen’s MERSCOPE platform and associated consumables.

Key Responsibilities:

• Prompt and accurate entry and acknowledgement of customer orders in ERP system (NetSuite) within 24 hours of receipt.



• Primary point-of-contact to customer post-sale for non-technical problems and questions related to their order. Ensure customer’s needs and expectations regarding their order are met. Follow through with requests to completion by collaborating internally and escalating when appropriate.



• Support data integrity in Salesforce and NetSuite, responsible for the maintenance of customer information.



• Process Return Materials Authorizations (RMAs) in a timely manner to ensure customer satisfaction.



• Complaint handling. Document and forward to the appropriate personnel based on Vizgen’s quality policies and procedures.



• Collaborate with Operations and Logistics teams to validate lead times, ship dates and order changes.



• Proactive customer outreach to notify of significant changes impacting order status (e.g., promised ship dates, production timeline, etc.).



• Maintains and updates department operating procedures with constant focus on identifying opportunities to drive process improvements that positively impact the customer experience.

Requirements and Qualifications:

• Associate or bachelor’s degree or equivalent experience in Sales Support/Customer Care role



• Excellent interpersonal, written and verbal communication skills required



• Meticulous attention to detail and ability to research and resolve moderately complex issues



• Proficiency in MS Office, Salesforce, NetSuite or similar CRM and ERPS platforms strongly preferred



• Ability to work productively in a fast paced rapidly changing environment with minimal direct supervision



• Life sciences industry experience helpful

WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

  Vizgen affords equal employment opportunity to all qualified persons regardless of race, color, religious creed, national origin, age, military status, sexual orientation, disability, genetic information, gender identity, gender expression, or gender unless based upon a bona fide occupational qualification.