Customer Support Representative - APAC

at  Twist Bioscience

Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. Synthetic biologists will use our products to engineer how organisms produce cures to diseases, make everyday chemicals by using the atmosphere as the carbon source, enable plants to make their own fertilizers, and to create in-vivo diagnostics that alert us when we are sick, and many more applications.
We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You’ll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You’ll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience’s products, and reinforce the quality of our brand.

• Respond to and resolve product, service and order inquiries and problems via email, chat and phone by:
• identifying the cause of the problem
• collaborating with other stakeholders to develop a solution
• presenting the solution to the customer
• following up to ensure the customer is completely satisfied.
• Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist’s product line to process.
• Provide information and guidance to help customers:
• decide which product to buy
• navigate and use our ecommerce website
• understand the status of their order
• Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders.
• Generate sales quotes for sales reps within Salesforce quote to cash system.
• For Singapore position: In addition to responsibilities listed above, provide guidance on Asia region import / export logistics and compliance.
• Flexible work hours are preferred; will be supporting different time zones. Two available shifts, Monday through Friday 6:00am – 3:00pm or 8:00am – 5:00pm plus flexible weekend shifts.
• Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.