About the Company

As a life science company and a leading supplier to global research markets, we offer a comprehensive product portfolio along with outstanding hands-on customer service to ensure every laboratory has the tools and support they need. Our markets include pharmaceutical and biotechnology businesses, research institutions, hospitals, reference labs, and more.

Be part of making a difference

At Genesee, we believe we can help improve our communities and transform the world through science. Our shared desire to make a difference is what drives and inspires us. We are a fast-growing, dynamic team that listens to each other and embraces collaboration. We foster an open, friendly work environment and show up for one another every day.

Job Description

Role: Customer Service Representative

FLSA: Non-Exempt

Location: Poway, CA

Why this role is important at Genesee Scientific?

Customers are at the center of everything we do. Customer Experience Representatives are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience team, responding to all our scientific customers around the world.

What will you do:

• Maintains and attracts potential customers by handling customer communication (emails, calls) relating to service status or challenges, concerns, issues within the network
• Handles inbound sales and customer communication (calls, emails,) in the processing, expediting, and troubleshooting of customer orders
• Maintains a clean and accurate CRM database
• Owns the customer request and experience from initiation to conclusion
• Actively listen and identify customer needs and concerns to effectively provide top tier service
• Assists customers in buying decisions, consistently recognizing, and offering cross-sell/upsell opportunities
• Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information
• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics
• Follows up with Sales, suppliers, and customers on any outstanding issues
• Looks for opportunities to provide solutions
• Make decisions based on policies and past precedence, seeking guidance, as necessary.
• Performs other duties as assigned

• High School diploma or GED required
• Requires a minimum of 0-2+ years related work experience (i.e., customer services, telephone experience)
• Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, Outlook, and Teams
• Able to work in multiple systems concurrently, often using multiple monitors
• Must possess strong interpersonal skills, positive demeanor, and have the professional mannerisms to hold oneself in any customer situation
• Resourceful with excellent critical thinking skills; must be detail oriented, self-motivated able to multitask
• Ability to understand the sales process and purchasing cycle and aptitude to learn and comprehend scientific vocabulary/terminology
• Experience in HubSpot, Canva, and/or Asana are a plus
• Results orientated, strong work ethic and an ability to excel within a rapidly changing and growing organization
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization
• Thrives in a fast-paced, collaborative environment. Works efficiently within deadlines.

Physical Requirements: 

Perform the following tasks, with or without reasonable accommodation: 

• Primarily sedentary work on a computer in a climate-controlled office environment
• Regularly sit for extended periods, with occasional standing, walking, and lifting of up to 10 pounds
• Consistently wear a headset throughout the workday to facilitate effective communication with customers.

At Genesee Scientific, you can have a good job that can grow into a great career. We offer:

• Training and professional growth initiatives, including comprehensive onboarding programs for new team members
• We provide financial well-being with competitive compensation packages and 401 (k) retirement savings plans
• Health care and well-being programs including medical, dental, vision, life, short- and long-term disability and employee assistance programs
• Paid time off including vacation, sick and 12 holidays

Employment offers are subject to successful completion of a background check and pre-employment drug test. 

Genesee Scientific is proud to be an Equal Employment Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.