Customer Experience Associate

Customer Experience Associate

We are seeking a highly motivated Customer Experience Associate to join our team. This role is integral to ensuring a seamless and exceptional customer journeyfrom order management and onboarding to post-sale support. The ideal candidate will be a proactive problem-solver and a strong communicator, with the ability to collaborate cross-functionally to support account, pipeline, and order operations. This position will also contribute to the evolution of customer experience strategies, support product launches, and help shape operational improvements within the commercial team.

Willingness to work 2-3 days in person at Emeryville office and 6am shift.

Key Responsibilities:

• Order Processing & Management: 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: Actively engage with existing and prospective customers to identify product needs, generate quotes, and support revenue growth. Collaborate closely with the sales team to convert inbound inquiries into sales opportunities, follow up on leads, and cross-sell relevant products and services.
• System Operations & Data Management: Maintain and update customer data across CRM (Salesforce), ERP (NetSuite preferred), and payment platforms. 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. 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.
• Customer Relationship Management: 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.
• Documentation & Reporting: Maintain detailed records of customer interactions and resolutions. Create reports to identify trends, support data-driven decisions, and recommend service improvements.
• Customer Feedback & Analytics: Collect and analyze customer feedback to inform service enhancements. Help implement strategies that continuously improve the customer experience.
• Continuous Learning: Stay informed on product updates, industry trends, and customer service best practices. Participate in training and actively share improvement ideas with the team.

Qualifications:

• Bachelor's degree or equivalent work experience (minimum 2 years) in a relevant field such as Biology, Biochemistry, or DNA Synthesis.
• Previous experience in the DNA synthesis industry is highly preferred.
• 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.
• Basic understanding of biological data and file formats.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• High attention to detail and ability to prioritize tasks in a fast-paced environment.
• 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. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

At Ansa, we're building a community of intelligent and passionate people that will help us change biotechnology research with our enzymatic DNA synthesis technology. We believe that challenging and trusting one another, and continuously learning are essential to our success. We believe that building diverse, inclusive, and psychologically safe spaces are essential to a community culture that yields the happiest colleagues and friends, and the highest quality research.

As we are growing rapidly, this is an ever-present goal: hiring the best people while building diversity in thought, experience and background within our team. While the biotechnology space can feel limited in BIPOC, non-binary and even female representation, we endeavor to make hiring decisions that will continue to grow and support our team in the direction of cultural diversity and sustainability.