Operations and Customer Experience Specialist
About the position Responsibilities • Serve as the central coordinator for procuring source biomaterials (e.g., tissues, whole blood, small animals), independently assessing inventory needs using multiple resources, and proactively coordinating supply chain logistics to support Cellular Products restocking, customer orders, and Bioservices projects. • Obtaining quotes from vendors and submitting associated purchase orders. • Coordinating shipping with vendors, including courier pickups, and confirming dates with internal teams. • Scheduling and adding confirmed dates to internal team calendars. • Managing unexpected delays or schedule changes (including personnel absences), notifying stakeholders, and providing clear recommendations for solutions. • Utilize LIMS alerts of low or high inventory to adjust the Cellular Products processing calendar accordingly. • Utilize and optimize Zoho CRM to centralize customer data, streamline workflows, and enhance engagement, ensuring integration with Zoho Desk for seamless ticket-to-lead conversion, unified customer profiles, and improved interaction tracking. • Drive adoption of automation and AI-driven tools (e.g., AI chatbots, workflow automation, data-driven insights) to improve responsiveness, task management, follow-up efficiency, and, where appropriate, lead implementation efforts. • Collaborate with internal teams to identify opportunities to apply AI solutions that strengthen or automate customer service operations and support business development outcomes, making recommendations and executing approved initiatives. • Direct customer and vendor communications across multiple channels, managing quotes, requests, and order flow, delivering initial technical guidance, and deciding when escalation or follow-up is necessary. • Represent iQ and resolve escalated customer issues with full authority, including offering replacements, discounts, or fee adjustments when warranted. • Oversee end-to-end order management, coordinating with laboratory teams on inventory, generating shipment documents, and ensuring regulatory compliance (USDA/APHIS and U.S. Fish & Wildlife, including CITES declarations). • Administer billing and receivables by issuing invoices, analyzing discrepancies, and exercising judgment on outstanding balances. • Maintain and optimize internal systems (CRM, LIMS, Knowledge Base), ensuring accurate records, accessible knowledge resources, and recommending process improvements. • Coordinate client orders with laboratory operations, balancing customer expectations with operational capabilities. Requirements • Associate degree preferred or equivalent combination of education and experience. • 3 to 6 years of previous customer service experience. • Professional demeanor and appearance and an excellent written and verbal communicator. • Good and thoughtful listener. • Willing collaborator. • Strong organizational skills with amazing attention to detail. • Able to work within a fast-paced environment adapt at juggling multiple tasks and priorities. • Enthusiastic, self-motivated, and keen to improve processes and overcome inefficiencies. • Proficient in Microsoft Office suite and applications (namely Microsoft Word, Excel, and PowerPoint). • Ability to analyze operational data and make practical recommendations to improve efficiency and accuracy. Nice-to-haves • Experience with Customer Relationship Management (CRM) systems. • Experience with Zoho, LIMS, and QBO. • Technical experience with biotech, startup, or pharmaceutical companies. • Experience coordinating supply chain logistics or vendor management. • Comfort with workflow automation, AI tools, or data-driven platforms for improving operational efficiency. Benefits • Medical, dental, vision, FSA with employer match, 401K with employer match (after 90 days introductory period), long term disability insurance, EAP, paid holidays, PTO, and free lunch/snacks. Apply tot his job