Ansa Biotechnologies

Ansa Biotechnologies

Customer Experience Associate

Emeryville, CA

Sponsorship not specified$85k-$91kDetected 35 days ago
SalesforceCRMSalesLogisticsERPCustomer SupportResearchCommunicationProblem SolvingAdaptabilityNetSuite

About the role

  • Willingness to work 2-3 days in person at Emeryville office and 6am shift.
  • Serve as a subject matter expert on systems supporting the quote-to-cash workflow and work to improve operational efficiency. - Case Management & Triage: Oversee the customer service case/email inbox.
  • The pay range for this role is $85k-$91k Ansa Biotechnologies is an Equal Opportunity Employer.

Responsibilities

  • Accurately process and manage customer orders while ensuring adherence to established policies. Coordinate with manufacturing, logistics, technical support, and informatics teams to preempt or resolve issues impacting order fulfillment.
  • Customer Support:
  • Act as the primary point of contact for customer inquiries. Deliver timely, accurate responses regarding product information, order status, onboarding, and other service needs.
  • Sales Support & Inside Sales:
  • Collaborate closely with the sales team to convert inbound inquiries into sales opportunities, follow up on leads, and cross-sell relevant products and services.
  • Oversee the customer service case/email inbox. Triage inquiries to appropriate departments such as finance, technical support, or sales, and address service-related questions including quotes, order changes, complaints, and biosecurity concerns.
  • Maintain detailed records of customer interactions and resolutions. Create reports to identify trends, support data-driven decisions, and recommend service improvements.
  • Accurately process and manage customer orders while ensuring adherence to established policies.
  • Coordinate with manufacturing, logistics, technical support, and informatics teams to preempt or resolve issues impacting order fulfillment.
  • Deliver timely, accurate responses regarding product information, order status, onboarding, and other service needs.

Requirements

  • Bachelor's degree or equivalent work experience (minimum 2 years) in a relevant field such as Biology, Biochemistry, or DNA Synthesis.
  • Proficiency in Salesforce (Sales Cloud, Commerce Cloud) with a track record of managing customer lifecycles and driving revenue through CRM tools.
  • Experience with ERP systems, preferably NetSuite.
  • High attention to detail and ability to prioritize tasks in a fast-paced environment.
  • This role will report to the Emeryville, CA office 2-3 days/week and must be able to work East Coast hours.
  • Basic understanding of biological data and file formats.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving capabilities.
  • Collaborative team player with a proactive, customer-first mindset.
  • Adaptable to changing business needs and market conditions.
  • Benefits & Compensation:
  • Ansa offers a benefit package including comprehensive medical, dental & vision plans for employees and dependents, 401k retirement planning, company holidays, flexible and company encouraged vacation time and parental leave. Our compensation packages include industry competitive and experience commensurate base salaries and stock options.
  • The pay range for this role is $85k-$91k
  • Ansa Biotechnologies is an Equal Opportunity Employer.

Nice to have

  • Serve as a subject matter expert on systems supporting the quote-to-cash workflow and work to improve operational efficiency.
  • Previous experience in the DNA synthesis industry is highly preferred.

Compensation

  • Our compensation packages include industry competitive and experience commensurate base salaries and stock options.
  • The pay range for this role is $85k-$91k

Benefits

  • Our compensation packages include industry competitive and experience commensurate base salaries and stock options.
  • All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
  • We believe that challenging and trusting one another, and continuously learning are essential to our success.

Company info

  • Actively engage with existing and prospective customers to identify product needs, generate quotes, and support revenue growth.
  • Build and maintain strong, trust-based relationships with customers. Collaborate with internal teams to anticipate and meet customer needs while identifying opportunities to enhance their overall experience.
  • Build and maintain strong, trust-based relationships with customers.

Equal opportunity

  • Equal Opportunity Employer.
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