Customer & Sales Support Specialist

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Customer and Sales Support Specialist

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Customer and Sales Support Specialist

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IonOpticksAbout Us

Founded in 2017 in Melbourne Australia, IonOpticks is already a global leader in the design and manufacture of advanced columns for liquid chromatography-mass spectrometry (LC-MS) applications. The company is now expanding its global operations and establishing a centre of international business in Oxfordshire, UK.About Us

Founded in 2017 in Melbourne Australia, IonOpticks is already a global leader in the design and manufacture of advanced columns for liquid chromatography-mass spectrometry (LC-MS) applications. The company is now expanding its global operations and establishing a centre of international business in Oxfordshire, UK.

IonOpticks is a values-driven organisation where we thrive together, pursue excellence, continuously evolve, and create lasting impact. This is an exciting time to join IonOpticks as we launch this new chapter in its already outstanding growth

What We Are Looking For

An experienced Customer and Sales Support Specialist - this is an exciting opportunity to contribute to IonOpticks’ international growth as it continues to redefine LC-MS in the field of proteomics globally.

About The Role

Reporting to the Customer Experience Manager the Customer and Sales Support Specialist plays a key role in facilitating and triaging support requests, maintaining internal customer data systems, and supporting the broader sales teams across Europe and North America. This position focuses on delivering timely and a high-quality service to customers from the scientific community who may have technical or high value commercial issues they may need help with. Ensuring the data you receive and then present to others; colleagues and customer, is maintained in the CRM system with accuracy and integrity.

What You Will Be Doing

This is a hands-on role reporting to and supporting the Customer Experience Manager and the Head of Global Sales and will/may include the following on a day-to-day basis.

Triage incoming customer support ticketsProvide and coordinate responses to support requests and general enquiries, these could be of a technical and a commercial natureMeet expected standards for quality and response times in all customer support activitiesAssist in maintaining the Help Centre—our online customer self-service hub—by coordinating updates and supporting the Brand and Marketing team in developing new customer-facing content.Monitor and track sales orders and fulfilment activities for the Global Sales Team (UK, Europe, and North America) using the company CRMMaintain accurate and up-to-date customer information and sales records in the CRM, ensuring data consistency and cleanlinessCoordinate travel arrangements and itineraries for members of the sales teamCollaborate with other areas of the business (including Operations, Sales, and Marketing and Events) to help deliver a seamless and consistent customer experienceAttend conferences and events as needed to support the Global Sales and Customer teams.

What skills or experience you will need for this role

Proven experience in a customer facing role i.e. customer services, sales support or another similar role preferably where customers are in the scientific communityProficient in Zoho CRM, Zoho Desk, or other customer relationship (CRM) or ticketing systems (e.g., ServiceNow, Salesforce, Zendesk etc.)Excellent verbal and written communication skillsStrong problem-solving and critical thinking abilitiesAn interest or understanding of life sciences will be highly regarded

IonOpticks is committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We work to ensure that our working environment and our recruitment processes are as inclusive as possible to everyone. This includes making reasonable adjustments for people who have a disability or long-term condition during the interview stages of the process.

Annual salary range for the role £28,000 to £30,000 (GBP)Seniority level

Seniority level AssociateEmployment type

Employment type Full-timeJob function

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