Header image GENEWIZ @ Azenta Life Sciences

Senior Customer Care Representative (m/f/d), Life Sciences / Sample Management Solutions

At Azenta Life Sciences, a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

Our international Customer Care team is looking for a Senior Customer Care Representative (m/f/d) onsite in Griesheim (Darmstadt), Germany.

How you`ll add value

As Senior Customer Care Representative (m/f/d) you will have direct interaction with our external as well as internal customers on a daily basis. While you will be responsible for reviewing, entering and managing customer orders for consumables & hardware, you will also handle customer calls and route responses appropriately.

You will be the primary representative to our international customers for a wide range of products and services we offer at Azenta Life Sciences. This includes the entire portfolio of our Sample Management Solutions, from Consumables & Instruments to Cryo Solutions and BioBanking.

This role will be based at our facility in Griesheim (Darmstadt), Germany and will involve overseeing customer care activities across EMEA, with a focus on Germany.

What you`ll do

Professionally handle incoming requests, via phone and email, to ensure that issues are resolved both promptly and thoroughly to strive to achieve a “close-loop” resolution process for the customer, limiting the need for customer call back.
Reviews, enters and books orders according to order entry policies and procedures; proactively follows-up with customers to resolve order entry issues and escalate when necessary.
Monitor order hold reports and take action based on need; understand importance of revenue recognition in relation to order booking/entry.
Responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and drive resolution where possible.
Shipment scheduling according to product availability.
Invoicing of shipped orders.
Arranging goods collections.
Actively and conscientiously search for answers from internal resources.
Work in compliance with Standard Operating Procedures, order entry procedures and Sarbanes-Oxley.
Work according to clean order booking and order entry procedures.

What you´ll bring

Experience preferably in a fast-paced, manufacturing or life sciences Customer Care or Customer experience environment.
Customer-first attitude a must; understands that the customer is the driving force behind all activity.
Ability to work in a high-volume environment with minimal supervision is required.
Project management experience.
Experienced ERP (Oracle preferred), Microsoft Office proficiency.
Excellent time management and organizational skills with the ability to effectively prioritize.
Fluent in German (C1) and English (C1) language.
Additional European language(s) are desirable.
Strong communication and multi-tasking skills with a focus on strong attention to detail.
Able to work independently; motivated to seek guidance from wider network of colleagues.
Your strong personal skills include a professional demeanor, excellent phone skills, strong attention to detail and being a team player.
Ability to travel approx. 5 %.

Our Offer

Become part of a company that makes a positive contribution to launching groundbreaking scientific developments and therapies.
Contribute to innovative cell therapies and be a part of revolutionary cancer therapies.
Take advantage of the operational opportunities in a growing, modern, and innovative company within the health care/life science industry.
Experience an intensive exchange of experiences and close cooperation in a worldwide network with our customers, friends and partners.
We offer participation in national and international company events.
After your initial training, you will receive regular training and further education opportunities that are tailored to your needs.
Individual development opportunities of your international competencies and language skills.
In order to guarantee our employees a good work-life balance, we offer 30 days' vacation.
We have a partnership with pme Familienservice to support our employees in all life situations.
Our other benefits include
- Stock Option program.
- Life insurance.
- International travel insurance for business trips.
- Company pension scheme.
- Profit sharing.
- 5 days special leave for sick children.
- LinkedIn Learning cooperation.
- Corporate Benefits Program (online shopping platform).

About us

Azenta Life Sciences is a global life sciences leader headquartered in Burlington, MA, with offices and operation sites around the world. We are the market leader in automated biospecimen management solutions and genomic services in areas such as drug development, clinical and novel cell therapies for the world's leading pharmaceutical, biotech, academic and healthcare institutions. Our laboratory analysis, sample management and storage, informatics software and consumables services offer unparalleled capabilities and have the largest installed base managing over one billion samples worldwide.

For more information: https://careers.azenta.com/

Contact

Azenta Germany GmbH (part of Azenta Life Sciences)
Christina Knappe (Senior Recruiter Central Europe)
email

Apply now

Full-Time , Permanent

Specialist

Updated at 03/10/2025

While applying for the job please refer to jobvector and use the following reference number: R20240890