Customer Service Associate (life science)

Job Title: Customer Service Associate

Location: Sunnyvale, CA

Duration: 10+ Months

Pay rate: $30/hr. on W2

Primary Function of Position:

As part of the Customer Service Team, you will provide front line support to our customer’s concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business objectives. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn.

Roles and Responsibilities:

• Efficiently handle customers’ inquiries such as purchase orders, product complaints, product returns or exchanges.
• Professionally responds to emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels.
• Accurately and timely process orders and requests in ERP and CRM databases.
• Understand processes and make recommendations to improve overall team efficiency.
• Provide high standard customer support including email requests from customers.
• Enter sales orders into SAP/Neptune, verify that terms and conditions of purchase orders are processed accordingly.
• Process and track all service requests into CRM system.
• Log customers’ complaints timely and accurately, report to Regulatory as appropriate.
• Effectively follow up on and resolve sales order or service request issues with appropriate level of supervision.
• Ensure accuracy of customer data within SAP and CRM, ensure that contact information is kept up to date.
• Quickly become knowledgeable on policies, processes, and procedures; as well as knowledge of products and pricing models.
• Use best practices and support continuous process improvement.

Required Skills and Qualifications:

• Fluent in English. Excellent knowledge of Spanish or French language is a bonus.
• Ability to manage customer interaction activity in a positive and appropriate manner
• Computer literate with MS Office product suite, ERP (SAP is a plus), Salesforce
• 1-2 years’ work experience or minimum 2 years post graduate school degree

Preferred Skills and Experience:

• Associate degree in business administration or related field.
• Experience within the life science industry.
• History of order management in SAP or SFDC.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.
• Understanding of customer success programs and metrics

About Us:

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.