Scientific Support Associate

Bio-Techne • Minneapolis, MN

30d • Hybrid

About The Position

The responsibilities of this position, Scientific Support Associate (SSA), are to respond to incoming technical inquiries from the Bio-Techne commercial team and Bio-Techne's North American customers, providing first-tier technical and sales assistance for R&D Systems, Tocris, and Novus products. Completes all customer requests including e-mail responses and simple quotes. Maintains technical resources. Backs up Customer Service and Sales departments as necessary. Continues training to stay up to date on technical information for old and new products. Performs additional duties as assigned.

Requirements

• This position requires a minimum of a bachelor's degree in Biological Sciences, Biochemistry or equivalent with a minimum of 0-2 years of directly related or laboratory experience.
• A working knowledge of Microsoft Word, Excel, and Outlook are required.
• Computer entry and efficient typing skills are required.
• Must be able to type a minimum of 40 words per minute, >60 wpm preferred.
• Must be able to work in a fast-paced environment, multi-task, and have good communication skills, both verbally and in writing.

Nice To Haves

• Customer service or sales experience is preferred.

Responsibilities

• Answers and documents incoming customer inquiries by phone, email, and chat on product techniques, procedures, and performs simple troubleshooting in SalesForce [CRM (Customer Relationship Management) database]. Communicates to obtain all pertinent information relating to inquiry. Provides adequate information to the Scientific Support Associate and Scientific Support Specialist teams to troubleshoot or to assist with resolution of issue.
• Completes all additional customer requests and tracking of customer communication into Salesforce/CRM database. Communicates with Technical Service, Customer Care, and Sales teams on these customer needs.
• Manages and supports customer requirements to understand, anticipate, and meet their needs. Supports the Marketing and Sales Departments with Voice of Customer requests, cross-selling, product ordering, technical inquires, and developing retail/consultation sales quotations in cooperation with both North American and International Customer Service teams.
• Initiates complaints via Salesforce/CRM database. Works with Technical Service, Customer Service, and Sales teams, and others as necessary, to resolve. Processes replacement orders if required by complaint. Keeps track of Field Notifications and required actions per notification.
• Efficiently profiles new and existing customers based on information collected while resolving the customer inquiry or problem.
• Assists Technical Service in department functions/projects including maintenance of technical resources including FAQs and product citation reviews. Writes and distributes Discontinuation Notifications.
• Documents information and recurring technical issues to support product quality programs and product development.
• Keeps up to date with training and reading Standard Operating Procedures (SOPs).
• Follows company policies and practices as outlined in Handbook and follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene, and Exposure Control manuals in accordance with the job.
• Performs additional duties as assigned.

Benefits

• We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
• We invest in our employees' financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
• We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.
• We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
• We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Chemical Manufacturing
• Number of Employees: 1,001-5,000 employees