What are the responsibilities and job description for the Customer Success Site Specialist position at Pacer?
As a Part-Time Customer Success Specialist, you will play a key supporting role in delivering exceptional customer service and ensuring the operational success of the Pacer inventory management program at assigned client sites. Working in close partnership with a full-time Customer Success lead, you will assist with organizing, auditing, and stocking lab supplies for Pharma and Biotech companies in the Boston region.
This is a customer-facing, hands-on role focused on execution, operational support, and maintaining high service standards across client locations. You will report to the Director of Customer Experience, and your contributions will directly support overall account success and operational excellence.
Responsibilities:
- Act as the primary liaison between Pacer and assigned customers, including: owning and immediately resolving challenges, responding to inquiries, leading operational check in meetings, etc.
- Provide backup coverage and supplemental support to the full-time Customer Success lead as needed.
- Assist with delivery, organization, and stocking of consumables across multiple client sites.
- Help maintain organized, labeled, and fully functional lab spaces.
- Conduct and support weekly inventory counts, replenishment, and reporting.
- Monitor usage trends and communicate notable changes to the Customer Success lead and internal teams.
- Assist in identifying and resolving inventory discrepancies.
- Ensure accuracy and timeliness of inventory reporting for order processing.
- Support onboarding activities for new clients, including establishing inventory organization and control measures.
- Accurately communicate customer feedback and trends with Pacer Sales and Operations teams.
- Develop an understanding of Pacer’s product portfolio.
- Provide timely updates and complete required field service reporting.
- Collaborate closely with internal teams to support customer needs.
- Escalate customer concerns or issues as needed.
- Anticipate customer needs to deliver first class service.
- Other responsibilities as assigned.
The Ideal Candidate:
- High attention to detail, with a process and solution-oriented mindset.
- Previous experience in a customer-facing role.
- Must understand and demonstrate a customer centric mindset.
- Ability to present self professionally and be an ambassador of the Pacer brand especially when face to face with customers.
- Experience in Microsoft Office (Outlook, Windows, Excel, PowerPoint, and Word) and ERP systems.
- Highly collaborative and understands the value of working together with internal teams to achieve company targets.
- Ability to utilize analytical proficiencies to evaluate data and trend reporting.
- Strong communication (oral and written), organizational, project management and team building skills.
- Ability to thrive in a startup environment.
- Must have a valid driver’s license
- Reliable transportation is essential for traveling to customer locations.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand for long periods of time. The employee must occasionally lift and/or move up to 50 pounds and complete all the physical requirements of the job without reasonable accommodation.
Pay: $30.00 - $34.00 per hour
Expected hours: 20.0 – 25.0 per week
Application Question(s):
- Do you have previous experience in a customer-facing role?
Work Location: On the road
Salary : $30 - $34