Sr Customer Service Care West Coast (Remote)

About Akoya Biosciences, Inc.

As The Spatial Biology Company®, Akoya Biosciences’ mission is to bring context to the world of biology and human health through the power of spatial phenotyping. The company offers comprehensive single-cell imaging solutions that allow researchers to phenotype cells with spatial context and visualize how they organize and interact to influence disease progression and response to therapy. Akoya offers a full continuum of spatial phenotyping solutions to serve the diverse needs of researchers across discovery, translational and clinical research: PhenoCode™ Panels and PhenoCycler®, PhenoImager® Fusion, and PhenoImager HT Instruments.

Job Description Summary

The Senior Customer Care Representative works closely with our APAC customers and internal teams to ensure customer requests and orders are processed and completed timely and accurately. The incumbent must be able to work with the Akoya Sales and Product teams to help deliver upon best-in-class order processes and customer service that will ensure high levels of customer satisfaction.

Duties and Responsibilities

The Sr. Customer Care Representative is responsible for coordinating with internal teams to ensure smooth order processing, fulfillment, operations and logistics, while maintaining excellent customer relationships. Responsibilities include:

• Accurate and timely order administration including receiving, reviewing and entering sales orders into Net Suite and Sales Force
• Serves as liaison for customers with internal Akoya functions such as Marketing, Sales, Logistics, Manufacturing and Finance to ensure the on-time delivery of product that meets customer requirements
• Receives and processes customer inquiries, complaints or non-conformances
• Work closely with logistics, warehouse, and production teams to monitor the movement of goods and provide status updates to customers
• Provides appropriate solutions/alternatives to solve customer issues or escalates to the appropriate Akoya team
• Work with new customers to set up accounts with coordination with Akoya’s finance team
• Build sustainable relationships of trust through open and interactive communication with customers and business associates
• Utilize existing Customer Care SOPs and suggest modifications to SOPs as necessary
• Maintains accurate notes in order/customer file for business continuity
• Provide feedback to management on customer trends and issues
• Other duties as assigned

Qualifications/Skills

• Bachelor’s degree in business, biosciences or related field with 5+ years’ experience in a full-service customer service position or equivalent combination of education, experience and/or training
• Minimum 2 years intermediate level experience with Microsoft Word, Excel, Outlook and ERP systems
• Ability to follow specific and detailed instructions including SOPs and work instructions
• Excellent organizational, record keeping and communication skills
• Demonstrated ability to work well within cross-functional teams as a team player
• Possess an ability to learn and master complicated concepts quickly and comfortably
• A strong work ethic, the ability to multi-task and generate high-quality results under tight deadlines  A collaborative and proactive attitude
• Demonstrated ability to establish and maintain credibility, trust, and positive relationships internally & externally

Bi-lingual English and Chinese (Mandarin) is preferred

The hiring range for this position is $28.00 – $35.00 per hour, which may factor in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) provided as part of our compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Akoya’s excellent benefits program includes a selection of Medical and Dental plans, and Life, AD&D and Short-Term Disability insurance, Tuition Reimbursement, 401(k) with immediate Company match vesting, Company paid holidays and more!

Akoya values bringing together individuals with diverse backgrounds. We are proud to be an Equal Opportunity/Affirmative Action Employer. We do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.