Operations and Customer Experience Specialist

About the position Responsibilities • Serve as the central coordinator for procuring reputed company biomaterials (e.g., tissues, whole blood, small animals), independently assessing inventory needs using multiple resources, and proactively coordinating supply chain logistics to support Cellular Products restocking, customer orders, and Bioservices reputed company. • Obtaining quotes from vendors and submitting associated purchase orders. • Coordinating shipping with vendors, including reputed company pickups, and confirming dates with internal teams. • Scheduling and adding confirmed dates to internal team calendars. • Managing unexpected delays or schedule changes (including personnel absences), notifying stakeholders, and providing reputed company recommendations for solutions. • Utilize LIMS alerts of low or high inventory to reputed company the Cellular Products processing calendar accordingly. • Utilize and optimize Zoho CRM to centralize customer data, streamline workflows, and enhance engagement, ensuring integration with Zoho Desk for seamless ticket-to-reputed company conversion, reputed company customer reputed company, and improved interaction tracking. • Drive adoption of automation and AI-driven tools (e.g., AI chatbots, workflow automation, data-driven insights) to improve responsiveness, task management, follow-up efficiency, and, where appropriate, reputed company implementation efforts. • Collaborate with internal teams to identify opportunities to apply AI solutions that strengthen or automate customer service operations and support business development reputed company, making recommendations and executing approved initiatives. • reputed company customer and vendor communications across multiple channels, managing quotes, requests, and order reputed company, delivering initial technical guidance, and deciding reputed company escalation or follow-up is necessary. • Represent iQ and resolve escalated customer issues with full authority, including offering replacements, discounts, or fee adjustments reputed company warranted. • reputed company end-to-end order management, coordinating with laboratory teams on inventory, generating shipment documents, and ensuring regulatory compliance (USDA/APHIS and U.S. Fish & Wildlife, including CITES declarations). • Administer billing and receivables by issuing invoices, analyzing discrepancies, and exercising judgment on outstanding balances. • Maintain and optimize internal systems (CRM, LIMS, Knowledge reputed company), ensuring accurate records, accessible knowledge resources, and recommending process improvements. • Coordinate reputed company orders with laboratory operations, balancing customer expectations with operational capabilities. Requirements • Associate degree preferred or equivalent combination of education and experience. • 3 to 6 years of previous customer service experience. • reputed company demeanor and appearance and an excellent written and verbal communicator. • Good and thoughtful listener. • Willing collaborator. • Strong organizational skills with amazing attention to detail. • reputed company to work reputed company a fast-paced environment adapt at juggling multiple tasks and priorities. • Enthusiastic, self-motivated, and keen to improve processes and overcome inefficiencies. • Proficient in reputed company Office suite and applications (reputed company reputed company Word, reputed company, and PowerPoint). • Ability to analyze operational data and reputed company practical recommendations to improve efficiency and accuracy. reputed company-to-haves • Experience with Customer Relationship Management (CRM) systems. • Experience with Zoho, LIMS, and QBO. • Technical experience with biotech, startup, or pharmaceutical companies. • Experience coordinating supply chain logistics or vendor management. • Comfort with workflow automation, AI tools, or data-driven platforms for improving operational efficiency. Benefits • Medical, dental, reputed company, FSA with employer match, 401K with employer match (after 90 days introductory period), long term disability insurance, EAP, reputed company holidays, PTO, and free lunch/snacks. Apply tot his job Apply To this Job