Customer Support Representative

Respond to and resolve product, service and order inquiries and problems via email, chat and phone by: identifying the cause of the problem collaborating with other stakeholders to develop a solution presenting the solution to the customer following up to ensure the customer is completely satisfied. Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist's product line to process. Provide information and guidance to help customers: decide which product to buy navigate and use our ecommerce website understand the status of their order Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders. Generate sales quotes for sales reps within Salesforce quote to cash system. For Japan position: In addition to responsibilities listed above, provide guidance on Asia region import / export logistics and compliance. Flexible work hours are preferred; will be supporting different time zones. Two available shifts, Monday through Friday 6:00am – 3:00pm or 8:00am – 5:00pm plus flexible weekend shifts. Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.

Twist Bioscience synthesizes genes from scratch, known as "writing" DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA. At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.