Customer Service Specialist

Nuclera

Customer Service Specialist providing first-class customer support for Nuclera’s eProtein Discovery platform. Collaborating across teams to ensure high-quality service and customer satisfaction.

Posted 6/15/2026full-timeBillerica • Massachusetts • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Experience in a customer service or customer operations role, ideally within the biotech or life sciences sector.
Strong interest in science, biology, or related fields; familiarity with research laboratory products and/or equipment is an advantage.
Proven ability to work independently and manage multiple tasks in a fast-paced, evolving environment.
Comfortable using CRM and ERP systems; experience with platforms such as Salesforce and IFS is a plus.
Excellent written and verbal communication skills, with a strong attention to detail and customer-first mindset.
A collaborative team player with the ability to work cross-functionally and across time zones.
Demonstrated problem-solving ability and a proactive approach to improving the customer experience.
Experience supporting customers internationally is desirable.

Benefits

Comp & perks

Incentive stock options
A comprehensive benefits package that includes medical, dental, vision and life insurance
Short- and long-term disability insurance
401(k) retirement plan
25-day annual holiday allowance
Investment in professional development and learning
Fresh fruit, tea, coffee, and snacks in the office
Organised summer and other events for staff

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceorder processinglogistics coordinationproblem-solvingcustomer service metricsKPI monitoring

Soft Skills

clear communicationownershipempathyprofessionalismcollaborationattention to detailproactive approachteam player