Customer Support Specialist

At Enzo, we are looking for someone like you to join our dynamic team in Lyon, France and help shape the future of life sciences. If this resonates with you, we encourage you to apply and be a part of something truly impactful

About Enzo

For over 45 years, Enzo has provided enabling life science technologies for research, drug discovery, drug development, and diagnostic solutions. We are pioneers in labeling and detection, driven by our commitment to serving our customers, and enabling their pursuit of innovation. Our customer-focused approach, along with our teams of highly specialized expert scientists, enables us to be true scientific partners. Our technological expertise enables our customers to achieve their next great discoveries. Leveraging over 500 patents, our rigorously validated products with 160,000+ citations, world-class R&D and in-house manufacturing, we fuel the advancements that lead the way to a healthier world.

Enzo is a company that delivers innovative and cutting-edge products and services, serving a fast-paced and growing life sciences market

Major Responsibilities:

This dual role is responsible for providing both customer and technical support to aid company goals, drive sales growth, and ensure long-term customer retention. The Support Specialist will interact with customers to answer technical enquiries across a wide range of products, process orders, provide timely and accurate information in response to inquiries such as product availability and order status, and serve as a support liaison to the company's customers. A key part of this role involves collaborating closely with other members of the commercial team to maximize the success rate of opportunities and drive revenue growth. This includes proactive communication and teamwork to align on customer needs, strategies, and priorities, ensuring an integrated approach to achieving business objectives.

Specific Duties:

Customer Support:

• Process orders within 24 hours and pro-actively update the customer regularly on the order status
• Respond to customer inquiries on product availability, export documentation. Resolve order errors, issues, and complaints efficiently
• Increase customer satisfaction and improve transaction profitability via cross-selling and up-selling of all ELS products
• Contact customers following sales to ensure ongoing customer satisfaction and expand sales potential
• Work closely with and maintain effective working relationships with employees across all functions, including Customer Service, Operations, Sales, Shipping, and Technical Support
• Continuously document, update, and use the CRM in all support-related activities including all pertinent customer contact information and technical inquiries.
• Generate required reports, e.g. customer cancellation log, credit memo report, order entry statistics, and the customer follow-up report.
• Continually look for and suggest ways to improve customer service processes and procedures

Technical Support:

• Answer questions via phone and email on the usage and performance of Enzo and Axxora products requiring detailed knowledge of:
• Molecular biology, biochemistry, cell biology, and pharmacology
• Scientific theory and practice, and the scientific method
• Laboratory techniques including cell culture, western blotting, immunohistochemistry, immunoprecipitation, ELISA, flow cytometry, enzyme assays, and pharmacological approaches
• Deliver outstanding technical service to our customers:
• Answer complex questions, troubleshooting, and data analysis inquiries
• Recommend products and applications of products
• Interact and follow-up with customers and internally to resolve customer inquiries
• Develop and maintain a thorough scientific knowledge of Enzo portfolio and related laboratory techniques
• Gain a good understanding of ELS product offering and value propositions
• Other duties as assigned by manager