Senior Customer Support Specialist chez Invivoscribe

Invivoscribe is an industry pioneer, dedicated to Improving Lives with Precision Diagnostics®. Invivoscribe has been the global leader in driving international standardization of testing and accelerating patient access to the newest and best cancer treatments for over 25 years. 

Headquartered in sunny San Diego, California with locations across the world, we offer a comprehensive portfolio of products and services.  We work with key collaborators to develop molecular assays, reagents, controls and bioinformatics tools under ISO 13485 design control that are used by over 700 clinical laboratories in over 160 countries. 

Our global network of laboratories offers internationally standardized next generation molecular and flow cytometry panels to support drug development and accelerate drug approvals worldwide. We work with pharmaceutical partners and international regulatory agencies across the globe to develop companion diagnostics, which are necessary to gain approval of new drugs and treatments for cancer patients. Our harmonized ISO15189 accredited and CLIA/CAP clinical laboratories offer a test menu focused on biomarkers which are clinically actionable to support therapeutic decisions, measurable residual disease (MRD) testing, patient stratification, and trial enrollment, all designed to accelerate approvals of new oncology drugs and treatments. 

For 25 years, we have been at forefront of precision diagnostics, and we’re just getting started!

We are looking to add a Senior Customer Support Specialist. S/he maintains direct contact with customers before and/or after the sale. S/he develops and maintains positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).

Core Responsibilities Include:  

• Receives and responds to customer calls; provides answers to basic inquiries such as products sold, shipping dates, back orders, pricing and availability.   Receives and responds to customer calls for LabPMM providing answers to inquiries such as test results and test look up.
• Directs the customer to the employee most appropriate to answer their inquiry, such as technical support for product performance questions.
• Escalates satisfaction issues as appropriate. 
• Accepts and processes orders received via mail, email, phone, or fax in a timely manner. Accurately processes and correctly verifies orders.  
• Performs data entry and special handling of high-level account orders into the ERP database system, checking product information, availability, and the status of the shipments.
• Ensures product delivery in accordance with customer requirements and manufacturing capabilities.  Investigates problems related to shipment of products, credits and new orders. 
• Closely tracks status of orders & shipments, such as monitoring account set up, coordinate with site (sponsor, CRO) any required documentation for shipments, etc., closely monitors the status of outbound shipments.
• Prepares shipping documentation for international shipments, which do not use FedEx as the shipping carrier and ensures that these shipments are shipped in accordance with controlled procedures and product requirements.  Ensures international shipments meet all the export requirements and procedures, including electronic submission of EEI via AES shipment with commercial invoices.
• Assists in generating quotes requested by Customers and Account Managers.
• Distributes literature/materials in response to inquiries, as necessary.
• Performs tracking of various spreadsheets for quality and performance improvement.
• Assists in creating and implementing process documents.
• Assists in training newly hired team members.
• Work is performed from the Front Lobby Desk on a rotation schedule; ensures that customer inquiries are answered and routed accordingly and that visitors are signed in and directed accordingly.

You Bring:

• High School Diploma and, typically, 4+ year(s) of applicable experience in a life science FDA  regulated industry.  A.S. degree or equivalent college coursework, trade school and/or applicable certification is advantageous.   Equivalent combination of education and experience will be considered.   
• Proficient in Microsoft Office Suite (Word, Outlook, Excel) and the ability to learn new software programs.

We Bring:

• A beautiful modern facility centrally located in San Diego County, with many jobs conducive to flexible scheduling and telework options.
• A welcoming breakroom for gathering with hosted hot/cold beverages and healthy convenience foods, and an available micro-market to get you through the day.
• A positive workplace culture with an emphasis on support, respect and belonging.
• A diverse and inclusive work environment where you will learn, grow, and make new friends.
• Competitive pay, discretionary bonus program, incentive stock options, generous benefit options, 401k with a fully vested employer match, and generous time off benefits.

Invivoscribe is an Equal Opportunity Employer.