Customer Support Specialist

2 weeks ago

Kingston, Canada Lonza Full time

Canada, KingstonToday, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

Lonza’s Kingston site is part of our Personalized Medicine business unit which aims to make cell and gene therapies accessible to all patients. Specifically, our team develops and distributes the Cocoon® Platform which addresses challenges in cell therapy manufacturing as a functionally closed, automated, and scalable solution for personalized therapy manufacturing. We are a team with a great mission, a high level of excitement and resources to accomplish our goals

Learn more here.

Cocoon® Platform | Cell Therapy Manufacturing | Lonza

As a Customer Support Specialist, you will provide support to customer facing teams and clients throughout the sales process. The goal is to centralize activities and customer functions, streamline, develop and improve processes, and increase customer satisfaction.

The roles is based onsite in Kingston ON, with flexibility to work from home from time to time.

**Key responsibilities**:

- Effectively communicate and collaborate with internal and external customers
- Process quotes and provide Purchase Order confirmations
- Manage customer requests, confirm shipment details, track assets and process returns
- Schedule service calls
- Identify need for new processes and systems to support needs of growing business
- Maintain customer records in Sales Force or other management system
- Utilize systems to efficiently handle customer issues and assist with Sales Operations analytics
- Other customer related tasks as needed

**Key requirements**:

- Customer Support experience in a related field
- Bachelor’s Degree
- Six Sigma Yellow belt a strong plus
- Strong communication skills
- Build and maintain good working relationships with internal teams and customers
- Ability to prioritize urgent and time sensitive tasks and work across global time zones
- Comfort with measurement tools
- Attention to detail
- Experience with an ERP platform such as SAP, a strong plus

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

**Reference: R51663**:

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