Order Fulfillment Specialist

About us

ZAGENO was founded in 2015, ZAGENO is eliminating bottlenecks to breakthrough science and research through curated connections linking scientists and their institutions’ procurement offices with leading life science vendors. World-renowned academic and government research facilities, global pharmaceutical companies, and biotechs large and small are already users of our unique online biotech marketplace, currently comprising more than three million products.

What do we do?

  1. We help scientists choose the optimal laboratory kits and materials for each unique experiment setup.
  2. We make purchasing transactions more efficient for both buyers and sellers.
  3. For our vendor partners, we provide a valuable, expanded sales channel.
Our growing ZAGENO team of 60 in Cambridge, USA, and Berlin, Germany, includes experts in science, e-commerce, systems integration, and customer support to enable smarter, faster processes — allowing more time and resources for value-added science and better research results. Find out more on https://zageno.com

About Our Company

ZAGENO is on a mission to accelerate scientific breakthroughs by streamlining laboratory supply purchasing processes with its award-winning, first-of-its-kind e-commerce platform. With over 8 million products available, ZAGENO makes online shopping for any research material convenient, efficient, and reliable. 

We are currently seeking enthusiastic individuals to join our Customer Operations team in Cambridge. As part of a growing B2B online marketplace, you will be challenged every day by an exciting, fast-paced environment. You'll manage every step of the laboratory ordering process while creating meaningful relationships with our customers and  Suppliers. Come help today's life science researchers discover tomorrow's innovation!

About the Role

  • Manage the  full life cycle of order fulfillment and support for our Life Science marketplace:

    • Ensure orders are sent to and confirmed by our diverse set of suppliers

    • Relay information about backorders and discontinued items and offer alternative products when needed

    • Ensure tracking information is communicated to customers in a timely manner 

    • Process invoices from suppliers to ensure proper billing

    • Provide payment request to customers

  • Handle any supplier or customer issues that arise and escalate appropriately

  • Partner with our customers to effectively resolve issues through phone, email and chat.

  • Make outbound calls to customers and suppliers to follow up on open orders as needed

  • Effectively communicate feedback across departments for improved customer experience

  • Help define process and system improvements to facilitate order volume scaling

About You

  • Excellent written and verbal communication skills.

  • Excitement to learn & master our various platforms

  • Find creative problem solving fulfilling & challenging

  •  Are self-motivated & eager to learn

  • Thrive in a dynamic & collaborative environment 

  • Adapt quickly to changing priorities and customer needs

  • Have a clear, professional, and informative communication style

Our Benefits

  • Working on a meaningful challenge with a positive impact on the scientific community
  • A professional and dynamic team with a global vision and mindset
  • An exciting, international working environment
  • Competitive compensation
  • Team events with great colleagues
  • Modern office at WeWork in Cambridge
  • Commuting benefits - public transportation 
  • 401K with company match
  • Health benefits - medical, dental, and vision
  • Unlimited coffee, cold brew and kombucha