Biotech Customer Service Representative EMEA

DNA Script

DNA Script is a leading company in the production of nucleic acids for genomic, synthetic biology and biopharmaceutical applications.

Our clean, efficient Enzymatic DNA Synthesis (EDS) technology, implemented on a benchtop instrument (the SYNTAX), accelerates innovation in life science and biotechnology through the decentralization of rapid, on demand and high quality DNA synthesis.

Our approach builds upon nature's billions of years of evolution in enzymatically synthesizing DNA, setting new standards for assembling nucleic acids to accelerate scientific discovery and DNA/RNA production in disciplines with profound impacts upon humanity.

DNA Script has a broad stable of high quality investors and is capitalized to continue its progress to full commercialization of the technology and products. We are building an organization across our two sites, in Paris and San Francisco, with the talent, skills and attitude to achieve our mission: to unlock the power of “DNA-write”.

This is an opportunity for a dynamic individual to join an international and highly skilled team, and to make significant contributions to commercializing a technology with far-reaching potential across the biological sciences and beyond.

We are seeking a dedicated and highly organized Customer Service Representative (CSR) to join our dynamic team in Europe. The CSR will be responsible for providing outstanding support to our customers across EMEA, ensuring timely and efficient handling of inquiries, orders, and product information related to our DNA synthesis services. This role requires a customer-focused individual with excellent communication skills, preferably with an interest in the life sciences industry.

Key Responsibilities

• Serve as the primary point of contact for customers across Europe, handling inquiries via phone, email, and other communication channels.
• Assist customers with order placements, status updates, and delivery inquiries.
• Dispatch technical queries to the appropriate department and ensures a response is provides to customers.
• Facilitates quote and purchase order processing as appropriate
• Work closely with the Sales and Production teams to ensure that customer orders are processed smoothly and meet the customers' expectations.
• Maintain accurate records of customer interactions, orders, and support requests in the company’s CRM system.
• Manage low-level customer complaints (product delays, wrong address, etc.), providing appropriate solutions in a timely manner while ensuring customer satisfaction.
• Track and report on key performance indicators (KPIs) related to customer service (e.g., response time, resolution time, customer feedback, Customer satisfaction).
• Ensure compliance with company policies, product specifications, and regulatory requirements.
• Assist in managing customer accounts, including renewals, contract updates, and any account-related issues.
• Provide feedback to the product development team based on customer inquiries and needs.
• Assist with logistics and shipping inquiries and resolve issues related to delivery schedules or product quality.

Requirements

• Proven 4+ years’ experience in customer service roles, serving highly technological clients, preferably in the biotechnology or pharmaceutical industry (experience with DNA synthesis services is a plus)
• Excellent communication skills (both written and verbal) with fluency in English; proficiency in additional European languages (e.g., German, French) is an advantage.
• Excellent problem-solving and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Familiarity with CRM systems and order management platforms.
• A customer-oriented mindset with a passion for delivering exceptional service.
• Attention to detail and the ability to work autonomously as well as within a team.
• Knowledge of DNA synthesis and molecular biology techniques is preferred but not required; on-the-job training will be provided.

This role can be performed remotely.