Customer Service Representative

2 positions - Expert Care Team

 

Evolve BioSystems, Inc. – Davis, CA

Position #1: 6:00am – 2:00pm (Pacific)

Position #2: 12:00pm – 8:00pm (Pacific)

They say you never get a second chance to make a first impression.  As a member of the Expert Care Team, you will have the opportunity to be the leader of first impressions for both our Infant Health and Animal Health brands.  Our Expert Care Team plays a pivotal role in our organization and directly contributes to our mission to resolve infant gut dysbiosis and provide all newborns with the foundation of life long optimal health. 

Reporting to the Senior Director Medical Sales & Operations, the Expert Care Team will be the centralized point of contact for all incoming questions and inquires on Evivo™, our Infant Health brand, GlycoGuard®, our Animal Health brand, or on our company overall.  Your day will be full of variety! 

  • For Evivo - you will support both consumers who are using our brands directly for their newborns as well as health care professionals who will be using our brands for patients in their care. 
  • For GlycoGuard - you will support both breeders of performance horses as well as veterinarians who are caring for horses. 

No matter which brand or customer you are providing service to, it is your exemplary service that will retain their business and make them want to share their experience with others. This is an opportunity to make a difference in a newborns life by contributing to our vision - to be the preeminent global infant gut microbiome company – through expert care and service.

Key Responsibilities:

  • Help develop, frame and implement the Expert Care Team strategy to meet or exceed business objectives and support the sales strategy
  • Answer all phone calls and emails coming into the Expert Care Team for both the Infant Health and Animal Health brand
  • Provides exemplary customer service by promptly:
    • Responding to all general inquiries including, but not limited to, product information, account set up, order placement, order follow up, order resolution, returns, sample or literature requests
    • Triaging any necessary calls or emails to the appropriate individual/team including cold calls, media inquiries, and adverse events
    • Works closely with Safety Call to input and update cases and ensure resolution
    • Manage all open cases to resolution in the most-timely manner
  • Supports the Medical Sales Team and Health Alliance with customer set up, sample allocation, sample & literature shipments, and coverage/support for territories where no Medical Sales Manager is present
  • Serve as a subject matter expert for general inquiries to the company or specific brand
  • Develop, review and modify SOPs and scripted knowledge base or Q&As as necessary
  • Support the Medical and Consumer Sales & Marketing Team with the development, implementation and publication of case-type reporting, call metrics, trends, optimization, efficiency opportunities

Knowledge, Skills and Abilities:

  • Possess a life history of pegging his/her personal goals above those expected by the job description
  • Has a track record of developing cooperative relations and building teams; a team leader with a demonstrated success of inspiring and leading initiatives and contributing as a productive team member
  • Outgoing and assertive, establishes credibility and trust early on with customers. The successful candidate will have strength of character, demonstrating the courage to stand behind his/her convictions, ideas, and beliefs
  • A change agent, who is excited by the opportunity to work in a high-profile role with tremendous internal and external visibility building a collaborative environment between medical sales, customer service and customers to drive sales and growth

Critical Competencies for Success:

  • Organizational and capability development: There is a real-time demand for leaders that strives for greatness, allocates resources, and builds capability.  This individual will deliver exemplary customer experiences.  Positive results will fuel growth and strategic initiatives.  Therefore, driving growth through customer service and tactical execution of integrating policy and healthcare dynamics into the business planning cycle is critical
  • Inspiring leadership:  A charismatic leader with a history of instilling and promoting enthusiasm for the business/brand among their team and customers.  This candidate must possess that rare blend of exceptional intelligence, personal impact and a deep and well-articulated passion
  • This leader will:
    • Possess a life history of pegging his/her personal goals above those expected by the job description
    • Has a track record of developing cooperative relations and building teams; an individual with a demonstrated success of inspiring and leading initiatives and contributing as a productive team member
    • Outgoing and assertive, establishes credibility and trust early on with customers.  The successful candidate will have strength of character, demonstrating the courage to stand behind his/her convictions, ideas, and beliefs
    • A change agent, who is excited by the opportunity to work in a high-profile role with tremendous internal and external visibility building a collaborative environment cross functionally to drive sales and growth

Other Personal Characteristics:

  • Tenacious with an abiding sense of urgency and personal pace.
  • Inquisitive and engaged; questions things and digs deep.
  • Commitment and passion for customers, business, team and results – feels direct and personal ownership for the highest level of customer satisfaction
  • Ability to adjust communication style based on audience; from speaking to a first-time mother of a newborn to a leading healthcare practitioner. Comfortable sharing scientific information.
  • Passion for Evolve’s mission.

Ideal Experience/Education:

  • 3-5 years of customer interface experience; ideally in a call center/office environment
  • Knowledge of the healthcare industry and hospital environment; previous experience working in a medical/clinical role is preferred
  • Demonstrated ability to thrive in a fast-paced, entrepreneurial, start-up environment
  • Strong passion for the internet and online purchasing
  • Excellent written and verbal communication skills
  • Excellent problem solving skills, including the ability to analyze many potential solutions and select the most appropriate
  • Ability to multi-task, prioritize and develop and implement a project plan; leading each customer touch-point through to resolution is key
  • A strong cultural fit; an individual with integrity, ethics, strong collaborative and consensus-building skills; open, honest, entrepreneurial and committed to inclusion.
  • Strong abilities with Microsoft Office including PowerPoint, Excel, Word, and Outlook.  Experience with Microsoft Dynamics 365 or another CRM System preferred
  • Bachelor’s degree or equivalent required
  • Spanish-English bilingual candidates preferred, but not required

 

 

Interested in this position? Please email your resume to: recruiting@evolvebiosystems.com