Customer Service Specialist (SeqCenter)

About SeqCenter

SeqCente, an ARCHIMED LIFE SCIENCE TOOLS & DIAGNOSTICS company, is a growing genomics services company providing high-quality next-generation sequencing (NGS), long-read sequencing, and bioinformatics solutions to academic, biotechnology, pharmaceutical, AgBio and other research organizations.

SeqCenter provides advanced DNA and RNA sequencing and bioinformatics services to academic, biotechnology, AgBio, pharmaceutical, and research organizations. Our mission is to make high-quality genomics services accessible through scientific expertise, reliable turnaround times, and exceptional customer support.

We are seeking a detail-oriented, proactive, and customer-focused Customer Service Specialist to support our growing customer base.

Position Overview

The Customer Service Specialist will serve as a primary point of contact for customers throughout their sequencing project journey, from initial inquiries and order submission through project completion and data delivery.

The ideal candidate will combine excellent communication and organizational skills with a basic understanding of molecular biology, genetics, or genomics.  This position plays an important role in delivering positive customer experience, and supporting long-term business growth.

Key Responsibilities

1. Customer Communication & Support

• Serve as a primary point of contact for customer inquiries, project updates, and service-related questions.
• Respond promptly and professionally to customer communications.
• Guide customers through sample submission, ordering procedures, project requirements, and data delivery processes.
• Coordinate with laboratory operations and bioinformatics teams to provide accurate project status updates.
• Proactively communicate potential delays, technical concerns, or changes in project timelines.

2. Project Coordination & Order Management

• Assist customers with project onboarding and order submission.
• Monitor project progress using SeqCenter's CRM and Laboratory Information Management System (LIMS).
• Coordinate internally to resolve project-related issues efficiently.
• Follow up with customers after project completion to ensure satisfaction.

3. Customer Retention & Relationship Development

• Build strong, professional relationships with existing customers.
• Identify opportunities for repeat business and communicate potential commercial opportunities to the sales team.
• Collect customer feedback and identify areas for service improvement.
• Help address customer complaints and coordinate timely resolution.

Required Qualifications

• Bachelor's degree in Biology, Molecular Biology, Genetics, Biotechnology, or a related field, or equivalent relevant experience.
• At least 2 years of experience in customer service, project coordination, laboratory services, or a related role.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer inquiries and projects simultaneously.
• Strong problem-solving skills and a customer-first mindset.
• Proficiency with common office software and ability to learn CRM and LIMS platforms.

Preferred Qualifications

• Previous experience working in a genomics laboratory, sequencing service provider, biotechnology company, or scientific service organization.
• Familiarity with next-generation sequencing, molecular biology workflows, or bioinformatics.
• Experience using HubSpot CRM or similar customer management systems.
• Experience working with scientific customers, academic laboratories, or biotechnology companies.
• Experience handling customer escalations, project coordination, and service quality improvement.