Job Description

Operations o Oxfordshire, SouthEast OX1, United Kingdom o Full-time
Description


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 & 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 & 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 as well as the Global Sales Team and will/may include the following on a day-to-day basis.

Triage incoming customer support tickets Provide and coordinate responses to support requests and general enquiries, these could be of a technical and a commercial nature Meet expected standards for quality and response times in all customer support activities Assist in maintaining the Help Centre--our online customer self-service hub--by coordinating updates and supporting the Brand & 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 CRM Maintain accurate and up-to-date customer information and sales records in the CRM, ensuring data consistency and cleanliness Coordinate travel arrangements and itineraries for members of the sales team Collaborate with other areas of the business (including Operations, Sales, and Marketing & Events) to help deliver a seamless and consistent customer experience Attend 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 community Proficient in Zoho CRM, Zoho Desk, or other customer relationship (CRM) or ticketing systems (e.g., ServiceNow, Salesforce, Zendesk etc.) Excellent verbal and written communication skills Strong problem-solving and critical thinking abilities An 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.


Role Type


Permanent o Full-time o Associate