Nuclera

Customer Support

• Provide first-class support to customers on a variety of queries including orders, delivery timelines, stock availability, documentation, and quotations.
• Ensure a high level of ownership of each customer interaction, delivering clear communication and timely updates throughout the customer journey.
• Collaborate effectively with cross-functional teams such as Logistics, Technical Support, Field Application Scientists, and Sales to resolve issues and ensure smooth customer operations.
• Work closely with the UK-based Head of Technical and Customer Support to ensure alignment on policies, service standards, and customer expectations.
• Assist in the implementation and continuous improvement of customer service processes, tools, and workflows.
• Monitor and report on customer service metrics and KPIs to help identify trends, bottlenecks, and opportunities for service enhancements.
• Support order processing and logistics coordination to ensure a seamless experience for our customers.
• Manage escalated customer issues with empathy and professionalism, seeking solutions that balance customer satisfaction with business needs.

Customer Service Specialist

Director

• Lead pricing discussions and commercial negotiations
• Negotiate MSAs (Master Service Agreements), CDAs/NDAs, Statements of Work, Service agreements, Vendor/service contracts
• Work closely with Key Account Managers, Service Fulfillment, finance, operations, and scientific teams
• Balance profitability with client relationship management
• Ensure compliance with regulatory and procurement requirements
• Build relationships with pharma executives, procurement teams, R&D leaders
• Manage key accounts and renewals
• Drive repeat business and long-term partnerships
• Act as executive sponsor for major clients
• Lead proposal strategy and bid responses
• Coordinate technical/scientific inputs
• Develop tailored client solutions
• Manage timelines for complex bids
• Prepare commercial models and pricing structures
• Analyze market trends and competitor activity
• Identify new service lines and growth opportunities
• Support market expansion across regions
• Contribute to revenue forecasting and pipeline reporting

Customer Service Specialist

Commercial Associate Director – Services