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.
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.
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.
Customer service or sales experience is preferred.
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.
Please note: this position is based in Minneapolis, MN, with work performed primarily on-site and a hybrid work-from-home schedule.
Preferred Experience:
Knowledge of the systems, processes, products, the applications in which these products may be used and the services of the company.
Ability to work with a variety of computer applications and quickly apply these tools to fulfill the duties of the job with respect to communications, documentation, data analysis and customer support.
Skills in establishing effective interpersonal relationships such as the ability to solicit key ideas and information.
Skills in problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action.
Skills in verbal and written communication including technical writing.
Ability to make effective decisions and execute an appropriate course of action considering all relevant variables.
Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion, rationality, and diplomacy.
Ability to handle sensitive and proprietary information with discretion and confidentiality.
Ability to complete new assignments with a moderate level of written or verbal direction, and to act independently on routine assignments or projects with minimal verbal or written direction.
Ability to plan, organize, time manage, and multi-ta
Additional Information
By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.
Pay Range:
$40,300.00 - $66,250.00 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.
Biotechne · Minneapolis, MN