Nuclera

Customer Service Specialist (Part-time)

Billerica, Massachusetts, United States · Part-time

Sponsorship not specifiedDetected 37 days ago

SalesforceCRMLogisticsERPCustomer SupportResearchCommunicationProblem Solving

About the role

Ensure a high level of ownership of each customer interaction, delivering clear communication and timely updates throughout the customer journey.
Monitor and report on customer service metrics and KPIs to help identify trends, bottlenecks, and opportunities for service enhancements.

Collaborate effectively with cross-functional teams such as Logistics, Technical Support, Field Application Scientists, and Sales to resolve issues and ensure smooth customer operations.
Work closely with the UK-based Head of Technical and Customer Support to ensure alignment on policies, service standards, and customer expectations.
Manage escalated customer issues with empathy and professionalism, seeking solutions that balance customer satisfaction with business needs.
We are seeking a self-motivated Customer Service Specialist to join our Customer Support team.
This is a unique opportunity to join the customer support team, supporting our global customer base.
Based in our Cambridge office, you'll play a critical role in delivering high-quality, responsive support to Nuclera customers.
As part of a global team, you will help establish local customer operations and collaborate closely with teams including Logistics, Technical Support, Field Application Scientists, and Sales.
If you're looking to bring your expertise to a growing, mission-driven team and support cutting-edge science, we'd love to hear from you.

familiarity with research laboratory products and/or equipment is an advantage.
A collaborative team player with the ability to work cross-functionally and across time zones.

Experience in a customer service or customer operations role, ideally within the biotech or life sciences sector.
Comfortable using CRM and ERP systems
experience with platforms such as Salesforce and IFS is a plus.

Assist in the implementation and continuous improvement of customer service processes, tools, and workflows.
Excellent written and verbal communication skills, with a strong attention to detail and customer-first mindset.

The company's mission is to improve human health by making proteins accessible.
Provide first-class support to customers on a variety of queries including orders, delivery timelines, stock availability, documentation, and quotations.

Experience supporting customers internationally is desirable.
Support order processing and logistics coordination to ensure a seamless experience for our customers.
Your work will ensure a smooth, efficient experience for customers from order placement through to delivery.

This listing is sourced directly from Nuclera's careers page and normalized into a canonical job model.