Support Specialist - Biotechnology

Sino Biological is an internationally recognized reagent supplier and contract research organization. The company is currently listed on ChiNext of the Shenzhen stock exchange (301047 Sino Biological Inc.). Sino Biological's core technology platform is its in-house developed mammalian cell-based recombinant expression system. The system employs a range of proprietary reagents and processes, enabling high-efficient production of antigens and antibodies.

Sino Biological’s manufacturing facility is in Beijing, China, while its US headquarter is in the greater Philadelphia area. The company also has a subsidiary located in Frankfurt, Germany. Sino Biological is undergoing a major expansion globally. There are multiple positions available.

Job Responsibilities:

The Support Specialist’s primary responsibility is to enhance customer satisfaction by providing timely answers through online Livechat, phone calls, emails, and other forms of customer interface. The candidate is expected to use her/his knowledge about the company’s products and commercial operations to help the customer make cost-effective decisions. The candidate shall also guide the customers through the company’s internal processes when needed. The job responsibility includes but is not limited to,

• Maintain a work log recording data from customer activities
• Provide fast and accurate answers to external and internal customers’ inquiries involving order status, products, price, and inventory.
• Coordinate with internal teams, such as tech support, sales, logistics, and AR to ensure timely resolution of complaints, disputes, and special requests.
• Support enrichment of FAQ
• Monitor market performance and internal operational efficiency by analyzing key stats from recorded customer activity data
• Work to achieve maximum efficiency in a team environment and support peers when needed
• Support sales work by pro-actively engaging project managers and sales reps in conversations
• Complete other duties assigned by the department

Qualification:

Minimum Qualifications:

• Bachelor's Degree in Biology related major
• Working knowledge of Microsoft Word, Excel, and Outlook

Preferred qualifications:

• Strong interpersonal communication and the ability to multitask effectively.
• Detail-oriented and customer-focused
• Experience as a Sales and/or Customer Service Associate is a plus
• Master's Degree from a biomedical discipline

Benefits:

We offer competitive salaries, healthcare insurance, and company-matched Simple IRA. Also, our expanding business offers various career moves to seek new horizons. Join us and bring your curiosity to life science! Please send your resume to [email protected]

Sino Biological US Inc provides equal employment opportunities to all employees.