Customer Support Associate

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Dotmatics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Dotmatics is an AI-powered scientific intelligence platform that specializes in data management and workflow automation specifically for multimodal scientific discovery. It facilitates adaptive lab workflows, enhances collaboration across various scientific disciplines, and integrates advanced predictive analytics to accelerate research and development. With a suite of products, including solutions for bioinformatics, cheminformatics, and flow cytometry, Dotmatics supports researchers in making informed decisions, streamlining operations, and driving innovation in drug discovery and materials science.

📋 Description

• Enter and manage order data across internal systems, ensuring accuracy • Review incoming order emails and verify invoice amounts, expiration dates, serial numbers, and user information • Transfer relevant order data into appropriate systems • Register serial numbers, process authentication codes, and complete order data • Generate invoices, delivery slips, and registration certificates in PDF format • Save and organize completed documents in Google Drive for final review and delivery • Communicate with team members via Slack according to team protocols • Serve as a first point of contact for customer inquiries via email and phone • Build and maintain customer relationships and ensure satisfaction • Develop product knowledge to provide accurate customer information • Coordinate with internal and offshore teams for clear, timely handoffs

🎯 Requirements

• 3+ years of experience in customer support, customer success, or sales support • Track record of accurate, detail-oriented work in data entry, document handling, and order processing • Native or native-level Japanese proficiency, equivalent to N1 or above • Proficiency in order data entry • Comfortable using written English daily in a professional environment • Experience collaborating with offshore or international teams • Strong IT literacy • Familiarity with Slack, Teams, Zoom, Workday, DocuSign, and Zendesk is preferred

🏖️ Benefits

• Remote-friendly work environment • Collaborative global team environment • Equal opportunity workplace • Supportive and connected work environment