Customer Service Associate Jobs

We are looking for a confident and approachable Customer Services Associate focused on the North America business to be located in Houston, Texasx. This role will suit someone who enjoys front line customer engagement and who likes to exceed customer expectations.

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and commercial presence in many global locations across the US, APAC and Europe. Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialization.

The management team, led by CEO Dr. Gordon Sanghera, has a track record of delivering disruptive technologies to the market. Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis (for rapid insights), in fully scalable formats from pocket to population scale, that can analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere. We offer real-time nanopore-based DNA/RNA sequencing technology: accessible, easy to use and fully scalable for any requirement.

The Details...

The successful candidate will offer a complete customer services solution to Oxford Nanopore Technologies existing and potential customer base. Customer Service Associates provide support to the wider commercial team to include internal partners. This is very exciting role, and if successful, you'll act as the first point of contact for all external customer correspondence and offer triage accordingly across the NA commercial team. This role will be located in Houston, Texas.

Responsibilities include:

• Answering customers questions on business processes and products
• Speaking to customers on the phone/instant chat/email as part of their customer experience from account creation/order to receipt
• Ensuring KPI's on the customer service experience and customer satisfaction are met
• Following up marketing campaigns with customers
• Supporting internal teams including Technical Support, Sales, Market Development, Logistics, Finance, Operations and Marketing
• Scheduling and amending orders on internal systems

What We're Looking For...

A highly driven and motivated individual to join the US Customer Services team as a Customer Service Associate. Someone with a strong dedication to customer service and/or Genomics. This role will suit someone who enjoys front line customer engagement and who loves to exceed customer expectations.

• BS degree or equivalent experience
• Experience with ERP and CRM systems
• Experience in Healthcare / Life Science Industry is a plus
• Call Center experience is a plus
• Excellent interpersonal, oral and written communication skills as well as ability to lead and influence and deliver outstanding customer experience.
• Customer Service experience

The salary for this role is between $62,761 and $94,141 USD. The salary offered will reflect the skills and experience of the candidate.

Certain roles within ONT are eligible annual bonus and stock. These awards are allocated based on individual performance.

Employees based in the US have the option to choose healthcare benefits, participate in the company 401(k) plan and company match, we also offer short-term and long-term disability coverage, basic life insurance, and commuter benefits to name a few.

We are proud to be an equal opportunity employer. We select and employee candidates only in accordance with their merits, qualifications and abilities to perform the duties of the job regardless of gender, marital status, race, religion, color, age, disability, sexual orientation, military or veteran status. If you require accommodation to complete the application or interview process, please contact [email protected] To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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