Senior Custom Project Specialist

Integrated DNA Technologies

JOB DESCRIPTION

Purpose statement:

The Senior Custom Project Specialist provides professional customer service, evaluates and fulfills Synthetic Biology (SYB) custom project requests, and takes an active lead in process improvements

Essential Functions:

  • Coordinates custom project intake, quoting and order administration for SYB custom quote requests from customers and other departments - specifically GMP, Key accounts, and B2B

  • Communicates customer needs directly to the Synthetic Biology lab members, interprets and communicates design or synthesis, issues from the Lab to the customer

  • Evaluates custom projects for commercial and manufacturing feasibility

  • Works directly with Product Management and Business Unit Leaders to prioritize the selection of projects

  • Trends custom project requests and advises Product Manager and Business Unit Leaders on emerging customer needs

  • Supports other IDT service departments and Sales through consultation or escalation of Synthetic Biology product questions, customer issues, and technical inquiries as needed

  • Supports high value customers with complex projects that may span many months to years with multiple and complex goalposts

  • Answers and documents all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database; primarily via email

  • Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting resolution to the customer’s satisfaction

  • Actively participates in process improvements and quality assurance compliance updates

  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values

  • Performs other duties as assigned. 

Education:

  • Bachelor’s degree in Biology, Chemistry or related science field preferred.

Professional Experience:

  • Previous experience in customer service or a related field preferred.

  • Previous experience in the life science industry, a research lab environment or relevant experience preferred.

  • Excellent computer skills that include Microsoft Office applications and proficiency in typing required.

Other Job Qualifications

  • Willingness to develop and define this role in order to meet the changing needs of customers.

  • Willingness to maintain ownership of problems and drive them to resolution/completion

  • Ability to consistently manage multiple priorities and solve problems using critical thinking skills.

  • Ability to effectively communicate, both orally and in writing, to customers and colleagues.

  • Knowledge of customer service fundamentals.

  • Ability to work independently or collaboratively in a group.

  • Ability to keep key personnel informed and up-to-date of imminent issues.

  • Ability to bring informal teams of experts together to address issues/needs, share information and resolve differences or problems, as required.

  • Ability to adjust rules and processes for individual situations as needed.

  • Ability to adjust to change in quick paced environment.

  • Adaptability to perform under stress when confronted with critical, unusual, or dangerous situations, or situation in which working speed and sustained attention are make-or-break aspects of the job.

  • Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.

  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.

  • Adaptability to accepting responsibility for the direction, control or planning of an activity.

Physical Requirements:

Exert up to 10 lbs. of force occasionally and/or up to a minimal amount frequently

What We Offer: 

  • Generous Paid Time Off Accruals

  • 16 Hours PAID Volunteer Time Off

  • 10 Paid Holidays

  • Up to eight (8) weeks of 100% paid parental leave to eligible U.S. associates

  • 401(k) with Company Match

  • Medical, Dental, and Vision Insurance Options


Integrated DNA Technologies (IDT) conducts drug screens and background checks on applicants who accept employment offers.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.

Job ID: 73283

Posted 13 days ago

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