• Supporting customers with onboarding and information requests by communicating effectively in a professional manner • Performing Account Opening and Closing processing, including ISA Transfers • Supporting other client communication channels, like our Forum and social media • Knowledgeable about our service and able to explain that to customers in a simple but accurate way • Managing workflow queues and mailboxes • Undertaking prompt and appropriate action to address complaints • Working collaboratively with departments across the business • Ensuring that all client-service-related activities are fully in compliance with the processes and procedures for the firm's AML and KYC obligations • Understanding the regulatory requirements relating to Financial Crime, Advice, Complaints, and Treating Customers Fairly

• Deliver exceptional customer service and build positive relationships with customers. • Respond to customer inquiries across multiple channels, including phone, email, live chat, eBay, and Facebook. • Meet customer service performance standards, including satisfaction targets and service level agreements (SLAs). • Process and manage online orders, including cancellations, returns, and refunds. • Work closely with management and internal departments to resolve issues related to systems, processes, website functionality, and customer concerns. • Escalate recurring issues and provide feedback to help improve customer experience and internal processes.

• Investigate and resolve inbound customer inquiries related to DMS products and services • Guide customers through website navigation and troubleshoot technical issues • Provide timely, professional, and solution-oriented support across customer interactions • Partner with Customer Success Managers and sales teams to support post-sales customer needs • Collaborate with internal teams to resolve customer issues and improve service delivery • Log calls, cases, and support requests accurately and consistently • Maintain organized customer records and follow established support processes • Identify recurring customer issues and communicate trends to internal stakeholders • Support efforts to improve customer experience and operational efficiency

Role Description The Order Management Specialist will be a partner to our customers in making sure their orders receive timely attention and care with a North America and Europe focus. This role works closely with the Revenue team, Sales, Support, and Operations teams to ensure orders are processed accurately and efficiently and that we have a seamless and efficient quote-to-cash process. As scaling and automation are a large focus, this person will work closely with their manager and cross-functional departments to help drive process & systems enhancements. This position can be fully remote, hybrid, or in-person. - Ensure orders are processed in a timely, efficient, and accurate manner with a strong focus on month-end and quarter-end deadlines - Interface with customers to address order related inquiries such as availability of product, pricing, and fulfilment timing - Collaborate with sales, supply chain, and customer support teams to resolve complex order issues such as tax, tariffs, order terms and status, parts availability, and purchase order terms - Prepare quotes for internal and external customers for service, parts, and consumables - Collaborate with accounting on entering orders that assist in proper invoicing - Gather, review, and organize all documentation related to orders - Provide support to sales organization in terms of data requests for customers and order information - Ensure accuracy of transactions to maintain reliability in financial reporting - Develop and document process improvement solutions to achieve company objectives Qualifications - 3+ years of experience in order management, sales operations, or customer service in a Life Science Tools or Capital Equipment company - Experience with ERP system – NetSuite, Salesforce, and MS Office preferred - Strong interpersonal, organizational, communication, and customer service skills - Familiarity with sales contract language and terminology - Ability to solve practical problems and deal with changing variables in uncertain situations - Ability to operate in a fast-paced environment with moderate supervision - Bachelor's degree preferred Requirements - The US base salary range for this full-time position is $80,000 – $90,000. - This salary range is an estimate, and the actual base salary may vary based on the Company’s compensation practices. - This role is also eligible for our annual bonus program and comprehensive health and retirement benefit programs. Benefits - Annual bonus program - Comprehensive health benefits - Retirement benefit programs