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Senior Customer Support Coordinator, Cells

LocationVancouver, British Columbia
Job ID R0004777 Date posted 11/24/2022

Job Description Summary

Are you a proactive team-player who thrives in fast-paced environments looking to grow your career within biotechnology? Our Customer Support team is looking for a Senior Customer Support Coordinator with exceptional communication skills and experience within high volume customer service environments to handle our primary culture cell product orders.

As a Senior Customer Support Coordinator, Cells you will be responsible for the management of complex orders and Key Customer Accounts to provide exceptional levels of service. This role requires extensive interdepartmental and external communication to drive the coordination of activities to ensure execution of orders to meet customer requirements. You will gain increased departmental knowledge of our core processes and systems and require a solid understanding of the regulatory requirements pertaining to our products and trade compliance.

Job Description

Duties and Responsibilities

  • Accountable for management of customer account specifications

  • Proactively communicate changes to customers which impact product availability, regulatory changes, scheduling of orders and logistic disruptions

  • Update and maintain shared schedules

  • Accurately document customer requirements with external suppliers and logistics companies to execute fulfillment of orders

  • Lead decisions to re-prioritize inventory and shipping schedule to drive fulfillment and customer satisfaction

  • Respond to and action any Product and Scientific Support (PSS) tasks assigned to Customer Support for replacements, returns, credits or reinvoices pertaining to the coordinators functional group

  • Develop presentations, analyze and identify continuous improvement opportunities

Knowledge and Qualifications

  • Typically requires a bachelor's degree with 2-6 years of relevant experience or master's degree with less than 4 years of experience
  • Knowledge of and experience with the Microsoft or Google suite of programs with the ability to learn new programs when required
  • Related experience in customer service with an emphasis on communication, fast-paced environments, and strong computer literacy
  • Experience with SAP an asset

This role requires being fully vaccinated against COVID-19 as per STEMCELL’s vaccination policy, the current recommendations by local health authorities and as required by public health orders in place from time to time, including any COVID-19 boosters as recommended by local health authorities and as required by public health orders in place from time to time.

#United #LI-Hybrid

STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore.  Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training.  We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree.  STEMCELL is proud to be the largest Biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact. 

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

NOTE:  STEMCELL’s vaccination policy requires that all candidates for this role be fully vaccinated against COVID-19 (including with boosters) against COVID-19, as currently recommended or required by local health authorities and public health orders.

To apply, please select the “Apply” button below. You will then be directed to a login screen asking you to set up an account, which is required to apply.

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