Customer Service Specialist – Genetic Analysis

Sequenom, Inc.
Job Location: 
San Diego, CA
Competitive salary, bonus, stock options
Job Description: 

Join the biotech company that is dedicated to improving healthcare through revolutionary genetic analysis solutions. Sequenom is on the forefront of cutting-edge technologies and ground-breaking clinical diagnostic tests. Headquartered in San Diego, with offices located around the world, we provide the opportunity to collaborate with talented and dedicated scientific leaders while developing and expanding your own career. We know our strength and competitive advantage comes from our people so we strive to maintain a motivated team and an environment that supports diversity, encourages creativity, and most importantly, fosters innovation. Our employees are rewarded with excellent compensation and top-notch benefits. Consider joining the Sequenom team, where you can help make an impact in revolutionizing medical technology.

The Customer Service Specialist will join Sequenom’s Customer Service team and support Sequenom’s Order Desk, transact sales orders and provide direct support to internal and external customers. The Customer Service Specialist also creates and implements business processes and business systems, develops and analyzes reports and metrics, and holds ownership of the customer master database. This position supports a worldwide department of scientists and engineers in fulfilling customer commitments, and a domestic department of sales representatives in quoting and selling capital equipment, consumables, and services. The successful candidate carries out verbal and written interaction in performing and documenting transactional tasks on a daily basis, in teamwork with Manufacturing, Shipping, Finance, Accounting, and Quality departments.


• Process domestic and international customer sales orders; act as single point of contact for internal material requests and coordination of material availability
• Respond directly to customer inquiries by phone, fax and email related to order status and product delivery
• Coordinate order terms and discount approvals with internal departments and management
• Prepare sales quotations, review purchase terms and conditions, review contracts, book orders and prepare documentation to meet Sarbanes-Oxley compliance
• Manage, organize, develop, document, and implement the day-to-day operations of the Order Desk
• Maintain documentation and communicate current information to field personnel for Sequenom catalog items
• Collect, verify, and maintain customer, materials, and pricing master data in CRM and ERP systems
• Write and maintain department training materials
• Generate customer software licenses
• Participate in cross functional projects for system and process improvements
• Administer the service contract sales program, track contract sales process, and complete inside sales activities for service contract sales
• Support worldwide field personnel with procurement and availability of spare parts
• Coordinate with Materials, Logistics, Purchasing, Finance, Accounting, Sales & Marketing, and Legal departments
• Research sales orders and other internal documents to resolve customer issues; generate return material authorizations and credit memos
• Monitor CRM system, ERP system, and internal documents and databases for data integrity and to anticipate and prevent customer complaints


• Bachelor’s degree in business or technical discipline
• Minimum 5 year’s customer service or equivalent customer-facing experience
• Previous experience in business processes desirable
• Fluent in a Second language a plus
• Life Science or Biotechnology experience desirable
• Computer proficiency-MS Office and Outlook
• SAP and experience desirable
• Well-developed organizational skills, detail orientation and attention to follow-through
• Excellent written and verbal communication skills


Contact Information: 

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