Customer Success Representative CSR - mfd
Customer Success Representative CSR - mfd
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Job Description
Ribbon Bio a growth stage synthetic biology company is seeking an experienced Customer Success Representative (CSR) to guide manage and support our customers endtoend buying experience. In this dynamic and evolving customer facing position you will be a key intermediary between our customers and our internal order fulfilment teams to ensure orders are input processed and delivered in a timely accurate and professional manner. Ribbon Bio is committed to providing customers with a world class buying experience and your efforts will be instrumental in the delivery of that experience. To that end you will also contribute to the collection input processing and management of customer data and feedback to ensure we consistently meet and exceed expectations.
Tasks
- Manages and coordinates the endtoend customer experience (from order to product delivery) by applying knowledge of customer situations company processes financial requirements order delivery timetables and compliance requirements related to customer sales activities.
- Serves as the primary point of contact for customers to receive and resolve customer sales/service issues for local international multicountry and/or multiregional accounts.
- Acts as a liaison between customers and relevant internal organizations including sales production/manufacturing logistics and technical support to resolve customer inquiries in a timely manner.
- Leverages customer knowledge and contractual agreements to influence adjustments to production and/or shipping prioritization schedules.
- Supports the collection input and review of customer data and voice of customer feedback into CRM and adjacent quality/support systems. May be asked to work on customer service/support assignments with clearly defined objectives.
Requirements
- Bachelors degree in a business or life science discipline (business administration finance biology molecular biology biochemistry genetics/genomics genome engineering etc.)
- 3 years of experience in a customer service role. Direct customer facing experience preferred.
- Intermediate/advanced computer skills; ability to work in multiple systems concurrently and using multiple monitors.
- Exceptional organizational time management written and verbal communication skills.
- Selfmotivated team oriented and gains satisfaction from enabling the success of others.
- Strong interest in working directly with customers.
Knowledge & Skills Abilities:
- Proficient in the basic use of Windows or Mac Operating Systems including Microsoft Office 365 applications (Word Excel PowerPoint Teams and SharePoint).
- Knowledge/experience using CRM and/or complaint management software a plus. Strong typing/data entry skills required.
- Passionate about enabling customer happiness without compromising personal or professional integrity.
- Highly developed ability to deescalate challenging situations while maintaining positive professional demeanor.
- Ability to apply critical thinking skills to efficiently problemsolve customer issues via email and phone.
- Fluency in English (both written and spoken).
Benefits
- An opportunity to make a vital impact in bringing Ribbons product to market and scaling operations working within a dynamic agile and motivated team.
- Home office possibilities and flextime working arrangements.
- Participation in the bonus program and a clear path of your career.
- International environment (our current team is of more than 24 nationalities).
- Support for professional development training.
- Ticket for public transport (yearly ticket Wiener Linien).
- The opportunity to grow with the company.
- Coffee tea and snacks in the office.
- Lunch offers from Schrankerl partially subsidised by the company.
Job type: Full time (40 h per week).
Location: Vienna.
Availability: We expect to fill the position as soon as possible.
Your contact person:
Maryna Listratenko MA
Human Capital Manager of Ribbon Bio
How to apply:
Applicants should provide a cover letter explaining the motivation behind the application and curriculum vitae (both in English). Considerations of applications will continue until the position is filled.
Please note that if you are selected to proceed in the hiring process you will be contacted by us within two weeks from the date of the submission of the application.
We are an Equal Employment Opportunity Employer. While focusing on the right set and mix of experience and skills we value diversity and are highly committed to set up working environment with mutual respect to everyone regardless their race nationality religion gender age or other characteristics protected by applicable regulations and laws. To keep the gender balance in the company we highly encourage women to apply.
Ribbon Bio takes data protection seriously. Unless you express otherwise by submitting your CV you authorize Ribbon Bio to store your personal data in its database for the purpose of the recruiting process or/and possible future job vacancies. If you want your data to be deleted from our database you simply need to inform our hiring manager. Ribbon Bio will not share your personal data with any other party without your consent. In compliance with GDPR regulations your data will be removed from our database within 6 months of your application date if you are not hired.
Employment Type
Full Time
