Opportunity and challenges

We are looking to assemble a team of best-in-class, innovative and passionate people. We want to gather their talents and skills to achieve one goal: unlock the power of “DNA-write”. We offer the opportunity of joining a dynamic, international and highly skilled team in a pioneering startup. Our Next-Hour DNA Synthesis platforms not only have the potential to change the way the world makes and uses synthetic DNA, but also to accelerate the rate of discovery by delivering upon the promise of same-day results.

DNA Script is actively searching for a Supply Chain Coordinator who will report directly to the Manufacturing Operations Director.
You will be responsible for ensuring daily follow-up and creating a world class customer service experience as you input to and execute the Customer Service Strategy. You will work in close collaboration with Manufacturing Operations, Product Development and Sales, Field Services and Support and all internal services.

The position will be based in Paris.

Responsibilities :

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Managing the timely and accurate processing of inbound requests from customers
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Analyzing and summarizing customer feedback and requests for changes
• Propose ways of improving customer satisfaction; optimisation of processes, devices, tools, etc.
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Experience :

• Bachelor degree in Medical/Biotech Engineering or equivalent
• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Experience in medical device or Life science tool
• Experience in providing customer service support
• Able to demonstrate a history of managing project in a technical or scientific context
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools (ideally NetSuite)
• Strong sense of service: analytical and thinking skills to formulate the best responses to customers
• Strong client-facing and communication skills
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Excellent presentation
• Awareness of industry’s latest technology trends and applications
• Fluent in English

• Phone interview with manager
• Day interview with manager, cofounders, HR and the team
• References Check
• Timing: 2-3 weeks