Customer Service Representative

What does science and service mean to you? For our Customer Service Team, it is a chance to be a part of legendary discoveries – from research to cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend’s Customer Service Team means being at the forefront, showcasing legendary service and translating our iACT culture into tangible results for our customers.

On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal – providing our customers with Legendary service. At BioLegend, you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more!

Essential Functions

The Performance Team within Customer Service is looking for a motivated, innovative, and energetic individual looking for a career change. With a mindset of always being open to improvement, we are looking for someone to perform these job duties and who looks at how we can improve them.

• Be an agent of change – updating user guides, problem-solving and implementing process improvements
• Enter and accurately process 85% of the department’s daily domestic orders into our Enterprise Resource Planning (ERP) database system, checking product lot information, product availability, and any customer specifications on fulfillment
• Provide exceptional service to customers over the phone and via email to address non-technical inquiries regarding delivery information of current and previous shipments, the status of their orders, invoices and resolve any issues that may arise
• Participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges
• Other projects or responsibilities as may be required.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

iACT Competencies

• innovate – Be better, keep improving, be more efficient, creative, and be in the forefront of development
• Aspire – Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights
• Collaborate – Foster teamwork, common goals, selflessness, communication and mutual support
• Transform – Adapt, learn, re-invent and change for future development and growth

Minimum Qualifications – Education and Experience

• Minimum of one-year applicable Customer Service experience
• Strong computer skills, including knowledge of MS Office programs
• Proven excellent verbal/written communication
• A desire to enact change and strive for innovation
• Strong attention to detail – accuracy is essential
• Desire to work in a dynamic, fast-paced environment
• Proven track record of de-escalating customer issues with sympathy and empathy

Preferred Qualifications – Education and Experience

• Bachelor’s Degree
• Knowledge of Enterprise Resources Planning (ERP) systems
• Knowledge of Customer Relationship (CRM) systems
• Experience entering high volume of data or orders (100-150 daily)
• Experience with EDI order processing
• Proficiency with 10-key

The anticipated salary range for candidates who will work at BioLegend in San Diego, California is $20 to $23/hour. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to: the type and length of experience within the job, type and length of experience within the industry, education, etc. BioLegend is a multi-state employer and this salary range may not reflect positions that work in other states.

Work Environment & Physical Demands

Office

While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

Condition of Employment

Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, BioLegend requires proof of COVID vaccination for all U.S.-based employees (subject to limited exceptions) beginning January 18, 2022.