Commercial Support Representative

Commercial Support Representative

PacBio (NASDAQ: PACB) is a premier life science technology company that designs develops and manufactures advanced sequencing solutions to help scientists and clinical researchers resolve genetically complex problems. Our mission is to enable the promise of genomics to better human health. Genomics is core to all biological processes and our advanced genomics tools provide scientists and clinical researchers with the insights to better understand biology and health. We are now entering the century of biology and genomics is at the heart of the next revolution. Become part of the new paradigm in gene sequencing and help shape the future of genomic study by joining the PacBio team.

Position Summary:
We are seeking a Commercial Support Representative to join the PacBio Commercial Operations team reporting directly to the Associate Director Global Commercial Support. This is a unique opportunity for a collaborative commercially minded professional with a strong background in order management and experience supporting a diverse customer base. The ideal candidate will think critically and make sound data-informed decisions in complex or ambiguous situations while working independently within an established metrics-driven environment. The candidate must learn and follow commercial processes to ensure efficient accurate transactional records that are essential to commercial execution. Success in this role requires timely order processing effective order management and prompt inquiry resolution.

Responsibilities:

• Directly and proactively support our customers sales and field teams primarily with order management and inquiry handling ensuring the highest levels of customer satisfaction
• Demonstrated ability to establish and maintain effective relationships with internal and external stakeholders with a clear understanding of how this role integrates into broader operations to ensure smooth execution.
• Strong customer service skills both written and verbal ensuring timely resolution and the ability to advocate for the customer
• Review and validate customer purchase orders for Finance standards and SOX compliance escalating and resolving issues as necessary
• Maintain data integrity for audits and reporting to uphold compliance standards
• Ability to process orders accurately ensure proper customer communication and actively monitor order backlog
• Collaborate with Logistics to guarantee accurate and prompt delivery of orders
• Engage with Marketing Operations Manufacturing Technical Support Planning and Field Service teams to streamline the order fulfillment process
• Commitment to being flexible in supporting colleagues
• Enthusiasm for pursuing departmental goals

Required Qualifications:

• Must have at least three years of direct experience with order entry and order management
• Must have at least three years of direct experience handling and resolving order-related inquiries
• Capability to thrive in a fast-paced high-volume and rapidly changing environment
• Exceptional interpersonal written and verbal communication skills
• Skilled at managing multiple issues simultaneously and prioritizing effectively ensuring case handling is of the utmost importance
• Strong attention to detail with a commitment to producing highly accurate work
• Demonstrated proficiency in MS Word MS Excel and email systems is essential
• Proactive self-starter focused on results and customer advocacy
• Ability to engage effectively with stakeholders at all organizational levels both internal and external
• Capable of working under pressure and meeting tight deadlines
• Strong problem-solving mindset with a cross-functional perspective

Preferred Experience:

• Biotech industry experience preferred
• Proficiency in SAP is highly preferred
• Experience with Salesforce or similar CRM systems is highly desirable

Candidates must have current authorization to work in the United States without the need for present or future sponsorship.

Non-Field Based Employees are required to be onsite Monday-Thursday (Friday work from home). Depending on the role some employees may be required to be 100% onsite.

You may be required from time to time to visit and work at PacBio locations and for such times as the Company considers necessary for the proper performance of your duties.

All listed tasks and responsibilities are deemed as essential functions to this position; however business conditions may require reasonable accommodations for additional tasks and responsibilities.

All qualified applicants will receive consideration for employment without regard to race sex color religion national origin protected veteran status or on the basis of disability gender identity and sexual orientation.

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All qualified applicants will receive consideration for employment without regard to race sex color religion national origin protected veteran status or on the basis of disability gender identity and sexual orientation.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at or for assistance.

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