Customer Service (Field Support & Operations)

Job Id: 262022

Job Title: Customer Care Specialist 2 (Field Support & Operations)

Location: San Diego CA 92121 (Hybrid – Tuesdays in-office)

Schedule: Monday–Friday 8:00 AM – 5:00 PM PST

Duration: Approximately one year with the potential to extend

Pay: $27.00 – $35.00 per hour (Depending on experience)

Position Summary

We are seeking a highly motivated Customer Care Specialist II (Field Support & Operations) to join our client’s team. This role serves as a key liaison between customers distributors and internal teams ensuring smooth operations order fulfillment and service support. The ideal candidate will thrive in a fast-paced high-volume environment possess strong communication skills and be able to remove roadblocks quickly to deliver exceptional white-glove customer service.

This role is heavily focused on service dispatch order coordination and field support operations—making it a great fit for someone who is detail-oriented solutions-driven and comfortable managing complex logistics.

This position is a great opportunity for someone looking to apply their customer service and field support expertise within a dynamic biotech environment while making a direct impact on customer satisfaction and operational success.

Key Responsibilities

• Process and manage orders for instruments parts and consumables.

• Coordinate deliveries of parts and equipment for Field Service and Support teams including small to large platforms.

• Investigate and resolve issues related to orders shipments or work orders.

• Serve as a service dispatcher ensuring crews and carriers are scheduled and locked in for white-glove deliveries.

• Work closely with freight forwarders logistics teams and government entities to meet compliance requirements.

• Create and manage cases for billable services (time & materials relocations) oversee invoice processing and reconcile discrepancies between purchase orders and quotes.

• Track and communicate order statuses with customers and internal stakeholders.

• Conduct proactive follow-ups with customers post-service to ensure satisfaction.

• Manage credits rebills adjustments returns and loaner equipment through ERP systems.

• Maintain accurate documentation of customer interactions issues and resolutions.

Qualifications & Must-Have Skills

• Bachelor’s degree required.

• 1–3 years of customer service service support or field operations experience.

• Strong experience with ERP (SAP) and CRM (Salesforce) systems.

• Prior experience with service dispatching or field support coordination strongly preferred.

• Biotech or life sciences industry experience is highly desirable.

• Familiarity with logistics freight forwarding and international shipments is a plus.

• Excellent communication skills—professional clear and customer-focused.

• Strong ability to multitask prioritize and meet deadlines in a busy high-volume environment.

• High attention to detail and accuracy in data management.

• Proficiency in Microsoft Office Suite (Excel Outlook Word).

Personal Attributes for Success

• Customer-Centric Mindset – empathy active listening and proactive problem-solving.

• Adaptability & Resilience – able to stay composed under pressure and adjust to evolving priorities.

• Collaboration & Teamwork – strong cross-functional partnership skills.

• Detail-Oriented & Diligent – precision in handling logistics and documentation.

• Strong Communicator – articulate and confident in both written and verbal interactions.

• Results-Driven – proactive and committed to high-quality outcomes.

• Inclusive & Open-Minded – values diverse perspectives and feedback.