Who we are

Olink, part of Thermo Fisher Scientific, is transforming the understanding of human diseases through advanced proteomics. We are driven by a commitment to innovation, quality, and transparency, providing exceptional solutions and support for human protein biomarker discovery.

For many years, the critical role of proteins in human biology has been recognized, but technological constraints limited comprehensive research into their potential across various biological processes and diseases. With our innovative Olink solutions, scientists can now measure thousands of human proteins simultaneously using just a few microliters of blood. Our highly specific and validated assays cover a wide dynamic range, empowering groundbreaking research.

Our services include flexible protein biomarker solutions, with a robust library of thoroughly validated assays covering ~5000 proteins. As we expand globally, we continue to play a pivotal role in shaping the future of scientific discovery. To learn more, visit www.olink.com.

Position Description

At Olink, the Customer Care Specialist role offers you a place on a multi-faceted, dynamic, and rewarding team focused on delivering best-in-class support. We are looking for an experienced Customer Care Specialist to join our organization to support our internal and external customers when purchasing Olink products. The Customer Care team is responsible for ensuring the journey of our customers’ experience with Olink is exceptional. This role will be based in our Waltham office and report to our Global Customer Care Supervisor.

Primary Responsibilities

• Meet the challenges of a fast-paced environment, while maintaining a customer focus and strong level of professionalism.
• Ensure each transaction is processed within company guidelines, customer specifications and established Service Level Agreement.
• Use our ERP System, Salesforce and other applications to register and maintain customer account information, process orders and research inquiries.
• Provide communication to customers and Business Development Manager to confirm order, delivery, and invoicing.
• Proactively research delays, collaborate with supporting teams for resolution. Communicate all changes to customer and Business Development Manager.
• Investigate customer complaints and inquiries by collaborating with all supporting teams such as Sales, Support, Distribution and Finance for quick resolution.
• Monitor customer feedback from Satisfaction Survey, contact any unfavorable responses for resolution and report details.
• Answer inbound customer phone calls and inquiries, check voicemails and triage to correct team.
• Ability to identify opportunities for process improvement, collaborate with team and leader to build efficiencies.

Qualifications/Skills

• Proven success in a Customer Service role for 2+ years with a passion for building customer loyalty. If you have experience from a similar role within Life Sciences, it is a huge advantage.
  
• Documented experience in Microsoft Office and SalesForce programs and an ability to learn other software and systems.
  
• Excellent language skills, both verbally and written, in English is mandatory.
• As a person you should have strong organizational skills as well as the ability to communicate with both customers and internal stakeholders in a clear and friendly way. In this role it is crucial to be good at multitasking while keeping a strong customer focus and to thrive in a fast-paced environment. Last but not least at Olink we have a commitment to implementing feedback as a means to achieving individual and company performance goals.

Department

Global Revenue Opeations

Locations

Waltham

Employment type

Full-time

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