Customer Service Representative

📌 Core Information

🔹 Job Title: Customer Service Representative

🔹 Company: OriGene Technologies Inc

🔹 Location: Rockville, Maryland, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing seamless customer service in a fast-paced environment
• Handling inquiries, complaints, and follow-ups through multiple communication channels
• Maintaining customer relationship management (CRM) system records
• Supporting internal departments with customer-related tasks

ASSUMPTION: The role involves collaboration with diverse teams including Sales, Marketing, and R&D, which suggests a significant degree of internal communication complexity.

📋 Key Responsibilities

✅ Provide engaging and professional customer support across multiple channels

✅ Resolve customer questions and set up new accounts as needed

✅ Assist with standard catalog SKU quotes to customers and document interactions

✅ Identify and escalate customer issues to appropriate teams

✅ Work with cross-functional teams, including Technical Support and R&D

✅ Study and learn the OriGene product portfolio and contribute insights for improvements

✅ Assist in gathering and communicating feedback to improve product offerings and initiatives

ASSUMPTION: The role demands a proactive approach in learning and development due to its dynamic nature in the biotech industry.

🎯 Required Qualifications

Education: High school diploma required; an associate’s or bachelor’s degree preferred

Experience: Minimum of 2 years in customer service, preferably with biotech experience or molecular biology knowledge

Required Skills:

• Excellent communication skills
• Proficiency in CRM software such as NetSuite or Salesforce
• Strong organizational and multitasking abilities

Preferred Skills:

• Experience in biotech or knowledge of molecular biology
• Proven ability to work effectively within a global organization

ASSUMPTION: The preferred qualifications suggest this role values industry-specific expertise, enhancing the ability to support technical inquiries.

💰 Compensation & Benefits

Salary Range: Not specified. Industry norms suggest competitive compensation aligned with experience and qualifications.

Benefits:

• Medical, dental, and vision benefits with prescription drug coverage
• 401(k) matching up to 6%
• 15 personal days annually, plus holidays and flexible work arrangements for qualifying roles

Working Hours: 40 hours per week, with some flexibility in schedule for qualifying roles.

ASSUMPTION: The company emphasizes a work-life balance and offers flexible arrangements, which may be particularly appealing in the context of on-site work.

📌 Applicant Insights

🔍 Company Context

Industry: Biotechnology Research, focusing on genomic and proteomic tool development

Company Size: 201-500 employees, providing a close-knit working environment with the agility to innovate

Founded: 1996, with a solid foundation in biotechnology research

Company Description:

• A leader in creating the commercial collection of full-length human cDNAs
• Internationally recognized with a strong commitment to innovation and scientific advancement
• Focused on creating comprehensive genomic products and tools for research

Company Specialties:

• Cancer pathology and expression cDNA clones
• Full-length human proteins and primary antibodies
• Gene synthesis services and multiplex assays

Company Website: http://www.origene.com

ASSUMPTION: OriGene’s standing as a women-led organization adds unique leadership dynamics and diversity-oriented practices.

📊 Role Analysis

Career Level: Entry to mid-level, offering growth and development opportunities

Reporting Structure: Likely reports to the Director of Inside Sales/Customer Service

Work Arrangement: Primarily on-site with potential for hybrid arrangements based on role requirements

Growth Opportunities:

• Potential for professional certifications and advanced training
• Opportunities to work on cross-departmental projects
• Access to mentorship and leadership development programs

ASSUMPTION: The growth opportunities indicate a strong emphasis on employee development and career progression.

🌍 Location & Work Environment

Office Type: Corporate office in a biotechnology-focused environment

Office Location(s): 9620 Medical Center Drive, Suite 200, Rockville, MD 20850, US

Geographic Context:

• Located in a thriving biotechnology corridor
• Proximity to major research institutions and universities
• Accessible via local public transit and major highways

Work Schedule: Standard business hours with some flexibility for approved roles

ASSUMPTION: The location within a major biotech hub suggests plentiful networking and professional development opportunities.

💼 Interview & Application Insights

Typical Process:

• Initial phone screening with HR
• Follow-up interview with hiring manager
• Panel interview with team members

Key Assessment Areas:

• Technical expertise in customer service within biotech
• Communication and problem-solving skills
• Adaptability and team collaboration abilities

Application Tips:

• Highlight relevant biotech customer service experience
• Prepare to discuss specific examples of past problem-solving
• Show enthusiasm for OriGene’s mission and products

ATS Keywords: Customer Service, Communication, CRM Software, Biotech, Molecular Biology

ASSUMPTION: Emphasis on cultural fit and alignment with the company's mission in application materials could be advantageous.

🛠️ Tools & Technologies

• NetSuite
• Salesforce
• Microsoft Office Suite

ASSUMPTION: Familiarity with CRM systems and office software is vital for managing day-to-day tasks efficiently in this role.

👔 Cultural Fit Considerations

Company Values:

• Innovation in life sciences
• Commitment to quality and customer satisfaction
• Respect for diversity and individual growth

Work Style:

• Team-oriented with a collaborative approach
• Focus on continuous learning and adaptation
• Customer-centric with a proactive problem-solving attitude

Self-Assessment Questions:

• Am I comfortable working in a fast-paced biotech environment?
• Do I have a genuine interest in life sciences and customer support?
• Can I effectively communicate complex technical information?

ASSUMPTION: A successful candidate will likely value teamwork and have a strong interest in continuous personal development.

⚠️ Potential Challenges

• Managing high-volume customer inquiries
• Balancing multiple tasks under tight deadlines
• Navigating complex CRM systems
• Staying updated with fast-evolving product lines

ASSUMPTION: Candidates will need strong multitasking skills and resilience to thrive in demanding situations within the biotech sector.

📈 Similar Roles Comparison

• Higher specialization in technical support roles at other biotech firms
• Potentially more development opportunities than in general service roles
• Enhanced focus on product knowledge and customer relationship building

ASSUMPTION: This role may offer a broader scope than similar roles in smaller companies due to OriGene's diverse product portfolio.

📝 Sample Projects

• Development of a CRM-driven customer feedback system
• Collaboration with R&D on new product launch strategies
• Implementation of customer service training sessions for new team members

ASSUMPTION: These projects suggest a blend of customer engagement and internal process improvement tasks.

❓ Key Questions to Ask During Interview

• What is the typical career progression path for this role?
• How does OriGene support continuous learning and development?
• Can you provide examples of successful cross-departmental projects?
• What are the main challenges in this role?
• How does this position contribute to OriGene’s long-term goals?

ASSUMPTION: These questions align with a candidate’s interest in career growth and understanding organizational dynamics.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume to highlight relevant skills and experience
• Tailor your cover letter to emphasize alignment with company values
• Be ready for a potential phone screening
• Research OriGene’s products and industry standing

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.