Customer Support Representative - Japan - Work From Home - Biotech Industry Expert Needed for Disruptive Synthetic DNA Technology Company

Join the Synthetic Biology Revolution at Twist Bioscience

Twist Bioscience is at the forefront of a groundbreaking revolution in the field of synthetic biology. Our innovative DNA synthesis technology is transforming industries such as healthcare, agriculture, and industrial chemicals. We're seeking a highly skilled and passionate Customer Support Representative to join our rapidly expanding team and provide exceptional support to our customers in Japan.

About Us

Twist Bioscience is a pioneering company that's changing the world by "writing" DNA. Our unique silicon-based DNA Synthesis Platform enables our customers to precision-engineer organisms to produce life-changing solutions. We're committed to fostering a culture of innovation, collaboration, and excellence, and we're looking for talented individuals to join our team.

Job Overview

As a Customer Support Representative - Japan, you'll be the face of Twist Bioscience, delivering concierge-level support to our customers and differentiating our company as a biotech industry leader. You'll work closely with sales staff, including account managers, field application scientists, and technical support specialists to build strong relationships and drive customer satisfaction.

Key Responsibilities

• 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
• 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 Japan position: Provide guidance on Asia region import/export logistics and compliance
• Work flexible hours to support different time zones, including two available shifts: Monday through Friday 6:00am - 3:00pm or 8:00am - 5:00pm, plus flexible weekend shifts

What You'll Bring to the Team

To succeed in this role, you'll need:

• A Bachelor's degree, preferably in life sciences or a related field
• 1-2 years of work experience in the biotech industry
• 2+ years of customer-facing experience
• Excellent verbal and written communication skills
• Attention to detail and ability to multi-task, prioritize, and manage time effectively
• Strong computer skills, familiarity with G-Suite, and preferably Salesforce
• For Japan position: Familiarity with Asia region import/export logistics and compliance

Essential Skills and Competencies

We're looking for individuals with:

• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Excellent customer service skills and a customer-centric approach
• Strong communication and interpersonal skills
• Ability to adapt to changing priorities and workflows

Career Growth Opportunities and Learning Benefits

At Twist Bioscience, we're committed to helping our employees grow and develop their skills. As a Customer Support Representative, you'll have opportunities to:

• Develop your knowledge of synthetic biology and DNA synthesis technology
• Improve your customer service and communication skills
• Work with a diverse range of customers and sales staff
• Stay up-to-date with industry trends and developments
• Take on additional responsibilities and contribute to the growth and success of the company

Work Environment and Company Culture

Twist Bioscience is a dynamic and innovative company that values:

• Collaboration and teamwork
• Creativity and problem-solving
• Customer satisfaction and loyalty
• Diversity and inclusion
• Employee growth and development

As a remote worker, you'll be part of a flexible and distributed team, with opportunities to work with colleagues from around the world.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A comprehensive compensation package
• Opportunities for professional growth and development
• A flexible and remote work arrangement
• A dynamic and innovative company culture
• Access to cutting-edge technology and tools

Ready to Apply?

If you're a motivated and passionate individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and discuss this opportunity further.

Twist Bioscience Corporation is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.