Customer & Product Solutions Specialist (Memphis, TN onsite role, 9:00 A.M.-6:00 P.M.)
About The Position
As a solutions-oriented specialist, you will play a key role in providing cross-functional and technical support across departments such as Genetic Services, Operations, Shipping, Sales, IT, and project-based teams. You’ll support researchers and internal stakeholders with exceptional service, timely communication, and accurate technical guidance. Your work will directly impact the pace and quality of genetic research around the world. This position requires onsite presence at our Cordova, TN headquarters during the training period. Upon completion of the tiered training program, a hybrid schedule may be available.
Requirements
- Education: Bachelor’s degree preferred, but not required.
- Experience: 5+ years of experience in a customer service or support role, preferably within a scientific, healthcare, or tech setting.
- CRM and administrative systems experience required.
- Skills & Attributes: Exceptional verbal and written communication skills.
- Ability to problem-solve quickly and think creatively under pressure.
- Detail-oriented, organized, and able to multitask in a fast-paced environment.
- Comfortable working independently and taking initiative.
- Proficient in Microsoft Office and able to learn new platforms quickly.
- Strong emotional intelligence, patience, and empathy in customer interactions.
- Passion for continuous learning and improvement.
Responsibilities
- Deliver technical product support and resolve service tickets via phone, email, and chat.
- Field and investigate researcher inquiries, documenting concerns using CRM and Microsoft tools.
- Troubleshoot complex technical requests including genetic results interpretation and multi-product orders.
- Escalate advanced inquiries to internal teams when necessary.
- Manage support requests related to shipping, order tracking, customer feedback, and account management.
- Develop deep knowledge of Transnetyx services and communicate functionality to customers effectively.
- Assist with TAGCenter coordination, sample delivery schedules, and follow-ups on missed or late shipments.
- Maintain current product knowledge and contribute to improvements based on customer and sales feedback.
- Attend regular team meetings and complete a tiered training program.
- May occasionally support after-hours requests when needed.
Benefits
- Competitive hourly pay and full benefits package
- Purpose-driven mission supporting life-saving research
- Inclusive, collaborative, and growth-oriented culture
- Hybrid flexibility after training
- Opportunities to expand scientific and technical knowledge
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
