Customer Support Representative - AMER

Twist Bioscience

3d•$55,000 - $75,000

About The Position

Twist Bioscience is seeking a customer support representative to deliver concierge-level, white-glove support and help distinguish the company as a biotech industry leader. The role supports a broad range of customers engaged in genetics research and builds relationships with sales staff, including account managers, field application scientists, and technical support specialists. The representative aims to achieve high customer satisfaction, encourage loyalty to Twist Bioscience products, and reinforce the quality of the brand. The position responds to customer questions and resolves product, service, and order issues across email, chat, and phone. It also processes and validates sales purchase orders, guides customers on product selection and ecommerce use, provides order-status information, monitors key account orders in production, and prepares sales quotes in Salesforce. The employee must comply with applicable Quality Management System and Information Security Management System standards and procedures, and ensure products or services meet regulatory and customer requirements.

Requirements

Bachelor’s degree, preferably in life sciences or a related field.
1–2 years of work experience in the biotech industry.
At least 2 years of customer-facing experience.
Excellent verbal and written communication skills.
Attention to detail.
Ability to multitask, prioritize, and manage time effectively.
Strong computer skills and familiarity with G-Suite; Salesforce familiarity is preferred.

Nice To Haves

Bachelor’s degree in life sciences or a related field.
Familiarity with Salesforce.

Responsibilities

Respond to and resolve product, service, and order inquiries and problems via email, chat, and phone.
Identify the cause of customer problems, collaborate with stakeholders on solutions, present solutions to customers, and follow up to confirm customer satisfaction.
Process sales purchase orders by entering and validating information from customers and sales staff, and efficiently resolve errors.
Provide information and guidance to help customers choose products, navigate and use the ecommerce website, and understand order status.
Monitor key account orders in the production pipeline and proactively update internal stakeholders.
Generate sales quotes for sales representatives using the Salesforce quote-to-cash system.
Comply with applicable QMS and ISMS standards and ensure products or services meet regulatory requirements, customer requirements, and established policies and procedures.