About usZAGENO 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.
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
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