Customer Care Coordinator

Quanterix is a company on a mission to change the way in which healthcare is provided by giving researchers the ability to closely examine the continuum from health to disease. In our focused therapeutic areas, our revolutionary technology, Simoa®, is helping researchers advance the science of precision health. Simoa® is changing the way in which the biology of health and disease is studied by giving researchers the ability to closely examine critical biomarkers in most therapeutic areas including neurology, infectious disease, oncology, inflammation, and cardiology.

We are looking for an experienced and motivated Customer Care Coordinator to join our Customer Care team. This individual support the customer cares team in an administrative capacity, providing high-quality, first-level response support to our global customers.

What You'll Do:

• Triage incoming customer requests that come in via phone or email
• Ensure positive customer experience and efficient hand off to another member of the team
• Process incoming requests, including initial data collection and computer data entry
• Determine appropriate escalation and assignment of cases across the team
• Assist with administrative tasks in Salesforce system
• Maintain professionalism, sense of urgency, accountability, initiative and a strong work ethic
• Audit service team casework accuracy and completeness
• Manage reports for weekly meetings
• Create New Accounts in SFDC and SL ensuring accuracy and data integrity
• Merge accounts that are duplicates in SFDC and SL to ensure data remains accurate
• Approve new ship to accounts in SFDC and SL ensuring compliance and data integrity
• Run Credit Checks and communicate credit limits to appropriate person(s)
• Complete customer questionnaires and partner with legal, QA and IT as needed to complete forms
• Answer incoming sales team inquiries regarding inventory, lots available and other requests
• Enter ECI's as needed
• Work with Shipping and Planning for items that are not in inventory but are scheduled to ship.
• Process credit card payments as needed for customers
• Process Purchase orders and Service orders as needed
• Respond to incoming voicemails and phone calls as needed

What We'll Expect From You:

Basic Qualifications:

• Bachelor's degree and 1-3 years of experience in a customer service focused role

Preferred Qualifications:

• Experience with Microsoft Office and basic desktop applications
• Experience with Salesforce
• Proficiency with Microsoft Excel

Skills and Abilities:

• Strong customer service orientation with a desire to provide excellent service to all internal and external customers
• Clear and professional communicator both written and verbally (especially via phone)
• Demonstrated ability to organize and prioritize simultaneous requests and maintain composure under pressure
• While performing the duties of this role, an employee is regularly required sit for long periods; talk and hear both in person and by telephone; and use hands to operate, finger, handle or feel office equipment; and reach with hands and arms

Why You'll Like Working For Us:

Our Technology: Quanterix' technology is designed to enable much earlier disease detection, better prognoses, and enhanced treatment methods to improve the quality of life and longevity of the population for generations to come. The technology is currently being used for research applications in several therapeutic areas. The company was established in 2007 and is in Billerica, Massachusetts. For additional Information, please visit https://www.quanterix.com.

Our Commitment to Employees: At Quanterix, we take pride in our employees' incredible work ethic, and we want to reward and recognize that by offering competitive compensation and a 401k plan with an employer match, as well as competitive health, dental, and vision benefits for employees and their dependents. We also offer an unlimited vacation policy to all exempt employees, and a generous PTO policy for non-exempt employees. All employees are awarded Equity, and we have an Employee Stock Purchase Plan, a Performance Bonus, and 1:1 Financial Counseling/Planning. We also offer Tuition Assistance. We have a free, state-of-the-art onsite fitness center for all employees. To keep you fueled up, we provide onsite employees free snacks and drinks every day!

Quanterix is committed to a Diverse and Inclusive workplace. Quanterix is an Equal Opportunity Employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Quanterix will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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