Operations and Customer Experience Specialist

About IQ Biosciences

iQ Biosciences provides high-quality biospecimens and intelligent research services to the pharmaceutical, biotechnology, and diagnostic industries. More than a reliable vendor, we are a trusted partner to the biomedical community, united by a shared mission to help cure disease. As we enter a dynamic growth phase, we’re seeking a highly motivated individual who embodies our culture and values: sound judgment, clear communication, curiosity, urgency, focused passion, intelligence, and empathy. This role offers significant growth potential as we expand our Discovery Sciences division, supported by a newly formed Commercial Operations business unit. It’s a unique opportunity to engage with a broad spectrum of drug development strategies. From emerging biotech to global pharma, you will work at the intersection of scientific innovation and commercial strategy, particularly in Immunology, Oncology, and related therapeutic modalities.

Position Description: Operations and Customer Experience Specialist

The Operations and Customer Experience Specialist role, reporting to the Director of Commercial Operations, is an independent, decision-oriented position with responsibility for supply chain logistics, product inventory management, and technology and automation initiatives. This position will work directly with senior management and the Cellular Products team to ensure timely procurement of biomaterials and efficient coordination of resources in support of business needs. The role also encompasses CRM oversight and customer support. It requires significant autonomy to make informed decisions that ensure efficiency, accuracy, and customer satisfaction, while also collaborating with managers to make strategic recommendations and implement solutions.

This position plays a pivotal role in leveraging technology to enhance customer engagement and leading the adoption of automation and AI tools across operations and customer service. Key initiatives include creating and managing AI-powered chatbots, spearheading CRM-driven automation, and providing data analytics to improve responsiveness, streamline processes, and strengthen business development outcomes.

This individual must possess great attention to detail, meticulous organization skills, and a strong desire and ability to work within a dynamic, fast-paced environment with the expectations of the role consistently expanding. The role requires independent judgment to plan, prioritize, and direct a diversified workload, while consistently evaluating and improving operational practices.

Key Responsibilities:

Supply Chain & Inventory Management

• Serve as the central coordinator for procuring source biomaterials (e.g., tissues, whole blood, small animals), independently assessing inventory needs using multiple resources, and proactively coordinating supply chain logistics to support Cellular Products restocking, customer orders, and Bioservices projects. Key activities include:
• Obtaining quotes from vendors and submitting associated purchase orders.
• Coordinating shipping with vendors, including courier pickups, and confirming dates with internal teams.
• Scheduling and adding confirmed dates to internal team calendars.
• Managing unexpected delays or schedule changes (including personnel absences), notifying stakeholders, and providing clear recommendations for solutions.
• Utilize LIMS alerts of low or high inventory to adjust the Cellular Products processing calendar accordingly.
  
  

Technology & Automation Enablement

• Utilize and optimize Zoho CRM to centralize customer data, streamline workflows, and enhance engagement, ensuring integration with Zoho Desk for seamless ticket-to-lead conversion, unified customer profiles, and improved interaction tracking.
• Drive adoption of automation and AI-driven tools (e.g., AI chatbots, workflow automation, data-driven insights) to improve responsiveness, task management, follow-up efficiency, and, where appropriate, lead implementation efforts.
• Collaborate with internal teams to identify opportunities to apply AI solutions that strengthen or automate customer service operations and support business development outcomes, making recommendations and executing approved initiatives.
  
  

Customer Service

• Direct customer and vendor communications across multiple channels, managing quotes, requests, and order flow, delivering initial technical guidance, and deciding when escalation or follow-up is necessary.
• Represent iQ and resolve escalated customer issues with full authority, including offering replacements, discounts, or fee adjustments when warranted.
• Oversee end-to-end order management, coordinating with laboratory teams on inventory, generating shipment documents, and ensuring regulatory compliance (USDA/APHIS and U.S. Fish & Wildlife, including CITES declarations).
• Administer billing and receivables by issuing invoices, analyzing discrepancies, and exercising judgment on outstanding balances.
• Maintain and optimize internal systems (CRM, LIMS, Knowledge Base), ensuring accurate records, accessible knowledge resources, and recommending process improvements.
• Coordinate client orders with laboratory operations, balancing customer expectations with operational capabilities.
  
  

Required:

• Associate degree preferred or equivalent combination of education and experience.
• 3 to 6 years of previous customer service experience.
• Professional demeanor and appearance and an excellent written and verbal communicator.
• Good and thoughtful listener.
• Willing collaborator.
• Strong organizational skills with amazing attention to detail.
• Able to work within a fast-paced environment adapt at juggling multiple tasks and priorities.
• Enthusiastic, self-motivated, and keen to improve processes and overcome inefficiencies.
• Proficient in Microsoft Office suite and applications (namely Microsoft Word, Excel, and PowerPoint).
• Ability to analyze operational data and make practical recommendations to improve efficiency and accuracy.
  
  

Preferred:

• Experience with Customer Relationship Management (CRM) systems.
• Experience with Zoho, LIMS, and QBO.
• Technical experience with biotech, startup, or pharmaceutical companies.
• Experience coordinating supply chain logistics or vendor management.
• Comfort with workflow automation, AI tools, or data-driven platforms for improving operational efficiency.
  
  

General:

• Must be available during core business hours, Mondays through Fridays, PST.
• This is a remote position, with occasional visits to the Alameda, CA office and travel as needed.
• Full time, exempt position not subject to FLSA and California overtime regulations.
• Starting range (based on experience) $78,000 to $83,000. Full position range $78,000 to $95,000.*
• Medical, dental, vision, FSA with employer match, 401K with employer match (after 90 days introductory period), long term disability insurance, EAP, paid holidays, PTO, and free lunch/snacks.
• Starting range is what iQ will pay someone starting in this role. Full range includes the minimum and maximum for this title, allowing for potential performance-based increases over time.
• Note: This Job description outlines the potential duties and requirements of the Operations and Customer Experience Specialist position. Duties will be determined based on business need and additional responsibilities may be assigned, as necessary, to support the goals and objectives of the organization.