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Customer Success Specialist

Trace Genomics

Trace Genomics

Customer Service, Sales & Business Development
Ames, IA, USA
Posted on Saturday, August 26, 2023

This role is able to be performed remotely from the greater Des Moines, IA or St Louis, MO areas, or in-office from Ames, IA. Remote-based employees will frequently meet locally and in-person with team members located in their geography.

Job Purpose: The Customer Success Specialist’s role is to work with both internal and external customers to ensure they're receiving the tools and support needed. The CS Specialist is embedded in the TraceView customer journey, assisting with ensuring customer satisfaction with our products.

Duties and Responsibilities

  • Provide white glove support to all of Trace Genomics Customers, ensuring that all customers experience the full suite of Trace’s products and services.
  • Identify customer needs and enable an optimal solution to fulfill their needs.
  • Manage the customer support queue of cases and follow escalation procedures as needed.
  • Onboard and training new customers while tracking customer activation.
  • Coordinate logistics for sample intake from named customer accounts.
  • Quickly resolve incoming order issues with samples that arrive in the lab that are unable to be received and processed.
  • Monitor supply order requests and ensure that they are fulfilled within the service level agreement.
  • Learn and understand the different Trace Diagnostics & Product Offerings available by customer account.
  • Monitor and manage orders, ensuring that all orders can be received within 24 hours of delivery.
  • Represent TraceView in a professional manner when engaging with customers.
  • Track customer interactions via Salesforce accurately.
  • Serve as the voice of the customer and collect feedback to provide recommendations into the organization driving change.

Preferred Qualifications

  • Prior experience in a customer service or operations role required.
  • Education preferred in Communication, Business, Supply Chain, Agronomy.
  • Experience with Salesforce CRM required.
  • G Suite and Microsoft Suite experience preferred.
  • Passion for the agriculture industry.
  • Strong interpersonal skills with a passion for working with customers.
  • Excellent communications skills; verbal and written.
  • Strong attention to detail and follow through.

Key Personal Attributes

Committed to our core values: Customer-Driven, Scientific Integrity, Creative Problem Solving, Diversity & Inclusion, and Fearless Determination

Please note there is no relocation allowance or visa sponsorship available for this position.