Concierge Customer Specialist

BioIVT• US,

14d•$25 - $28

About The Position

The Concierge Customer Specialist is the primary point of contact and strategic partner for assigned key accounts, managing the end-to-end customer experience across Customer Support, Quoting, and Order Processing. The role anticipates customer needs, ensures accurate and timely transaction execution, and aligns internal stakeholders to deliver exceptional service. Using product knowledge, strategic communication, and cross-functional collaboration, the specialist strengthens customer relationships, identifies growth opportunities, and drives sustainable resolutions to recurring challenges. The role also contributes to process improvement and initiatives that enhance the customer experience for key accounts. Other duties may be assigned.

Requirements

At least 5 years of experience in customer support, sales operations, account management, or a related role, focused on high-value or strategic accounts.
Proven ability to manage Customer Support, Quoting, and Order Processing functions seamlessly.
Advanced written and verbal communication skills, including the ability to communicate proactively and strategically with key accounts.
Deep product knowledge and the ability to advise customers strategically and identify demand patterns.
Strong critical thinking skills to resolve recurring issues systemically.
Proficiency with CRM systems, including strategic use of reporting, dashboards, and workflow optimization.
Excellent time management, planning, and ability to manage competing priorities.
Demonstrated success aligning stakeholders and coordinating cross-functional efforts.
High emotional intelligence, composure under pressure, and ability to foster strong customer relationships.
Commitment to quality, compliance, and continuous improvement.

Nice To Haves

Bachelor’s degree preferred; equivalent experience considered.

Responsibilities

Serve as the dedicated liaison for assigned key accounts through proactive, tailored communication.
Manage customer support inquiries, quoting, and order processing while ensuring accuracy, compliance, and timely delivery in accordance with SLAs and company policies.
Monitor account activity, identify demand patterns, anticipate customer needs, and advise on product or service solutions.
Prepare accurate, compliant quotes aligned with pricing policies for assigned accounts.
Process orders from start to finish, verify details, resolve discrepancies, and maintain complete CRM documentation.
Analyze root causes of complex or systemic issues, coordinate cross-functional teams, and implement sustainable solutions.
Use CRM tools to track account activity, manage priorities, and improve workflows for assigned accounts.
Plan and manage priorities to meet customer deliverables without compromising quality.
Align stakeholders across Sales, Operations, Finance, and other departments in support of key account management.
Maintain composure and professionalism during challenging interactions, using emotional intelligence to navigate sensitive situations.
Identify process improvement opportunities and contribute to initiatives that enhance the customer experience for key accounts.

Benefits

Comprehensive medical coverage with PPO/HRA and HDHP/HSA plan options.
Company-funded HRA or HSA contributions, depending on the medical plan elected.
Prescription drug coverage, virtual care through MDLIVE, and preventive care.
Dental coverage through Cigna and vision coverage through VSP.
Company-paid life, AD&D, short-term disability, and long-term disability coverage.
Flexible spending account options, including healthcare, limited purpose, and dependent care FSAs.
401(k) retirement plan with employer Safe Harbor matching contributions.
Tuition reimbursement to support continued learning, professional growth, and career development.
Paid time off and company-paid holidays.
Employee assistance resources, travel assistance, and voluntary benefit options.