BioGx Inc Looking for Customer Care Specialist at Birmingham, AL Full Time

Job Title: Customer Care Specialist

Location: Birmingham, AL

Pay Range: $15.00-$18.00/hr

BioGX is a global molecular diagnostics company focused on the health and safety of communities all over the world. We design, develop and manufacture products and devices for Clinical, Water Quality, Food Safety and Pharma Quality. We are headquartered in Birmingham,AL.

The Customer Care Specialist’s purpose is to provide outstanding customer support to BioGX customers; to assist customers place orders, update their accounts, answer questions or concerns, provide order tracking, triage customer inquiries and respond to sales requests. The Customer Care Specialist manages the Frontline Customer Experience. They perform advanced administrative, customer service and departmental coordination duties for the Operations Department using excellent communication and organizational skills. They serve as a key Voice of Customer (VOC) within the department and the company.

Essential Duties and Responsibilities (other duties may be assigned):

• Answers company main phone
• Updates and maintains processes, records and files, which may contain confidential information; examples include MOP’s, QOP’s, customer files, etc. Maintains confidentiality and high-level information under strict confidence. Serves as first Point Of Contact (POC) for all customers.
• Maintains front end tool for customer orders (i.e. pending order sheet, etc.). Maintains central pricing repository for all products.
• Receives customer POs and assists in coordination of order fulfillment activities with Manufacturing.
• Performs follow-ups on deliveries when assigned.
• Performs and maintains job functions in compliance with QMS standards and regulatory affairs.
• Works closely with Sales, Marketing, Operations, and R&D to ensure prompt and timely delivery of Contract Specified Reagent (CSR) products and other products ordered by customers.
• Provides intake and triage, as well as documents and escalates customer feedback to appropriate entities.
• Spends the majority of the workday actively assisting customers.
• Performs duties and responsibilities as assigned by the Manager.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are Specialist of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional demeanor and carriage
• Demonstrated ability to work under pressure
• Well organized and efficient with handling multiple tasks at the same time. Excellent written, interpersonal, verbal communication and presentation skills. Demonstrated ability to work as part of a multidisciplinary team.
• Exemplary customer management and customer facing skills.
• Experience working in process development or, a Good Manufacturing Process (GMP) controlled Operations.
• Understanding of regulatory environment and influencers
• Ability to handle and resolve conflicts and work under stressful conditions. Strong negotiating skills.
• Exceptional organizational and coordination skills.
• Proven job reliability, diligence, dedication and attention to detail.
• Fluent in the use of Microsoft Word, Excel, PowerPoint, CRM databases, and the Google Suite (Docs, Sheets, Slides).

Education and Experience: The ideal candidate will have an Associate’s or a Bachelor’s Degree in Business, Marketing or Life Sciences. The ideal candidate will have 3+ years of work experience in the healthcare industry. The ideal candidate will have 5+ years customer facing experience, inclusive of experience handling high level customer interactions. The ideal candidate will have 5+ years varying and escalating experience in customer facing roles.