Founded in 2011, Fulgent has evolved into a premier, full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

SUMMARY OF POSITION:

Fulgent Genetics is looking for an energetic, customer-oriented, and dependable Customer Support Specialist. This role interacts directly with both customers and cross-functional teams to coordinate prompt handling of customer questions, order fulfillment, and operations support for the marketing and sales teams. The Customer Support Specialist also works closely with the marketing team and contributes to enhancing the Picture Genetics customer experience.

KEY JOB ELEMENTS:

• Customer Service: Engage with customers promptly via email and phone, addressing inquiries and conducting any necessary outreach to ensure exceptional support.
• Order Fulfillment: Take charge of packaging and shipping customer and account orders, while also monitoring the progress of test analysis in our lab facilities.
• Inventory Management: Maintain oversight of inventory levels, liaising with procurement to guarantee timely replenishment and uninterrupted operations.
• Logistics Coordination: Efficiently organize deliveries and pickups, ensuring smooth logistical operations to meet customer needs.

KNOWLEDGE / EXPERIENCE:

• Customer Service Experience: Ideal candidates will possess 1-2 years of hands-on experience in customer service or client support, with a preference for those who have worked within e-commerce or healthcare.
• Familiarity with Health Care Compliance: An understanding of Protected Health Information (PHI) and adherence to Health Insurance Portability and Accountability Act (HIPAA) guidelines is crucial for this role.
• Education: A Bachelor's degree (BA/BS) is preferred, though candidates with equivalent experience and demonstrated skills will also be considered.

SKILLS:

• Problem-Solving: Proficient in identifying issues, analyzing root causes, and implementing effective solutions to resolve customer queries or concerns.
• Adaptability: Ability to adapt quickly to changing priorities, customer needs, and operational requirements in a dynamic environment.
• Empathy: Demonstrated empathy and patience in understanding customer concerns and providing appropriate support, ensuring a positive customer experience.
• Attention to Detail: Meticulous attention to detail in managing customer orders, maintaining accurate records, and ensuring data integrity in all interactions.

ABILITIES:

• Ability to carry up to 40 lbs. Most lifting is done in conjunction with a dolly.
• Customer Service Resolution: Skillful in navigating unclear situations, resolving conflicts, and turning challenging interactions into positive outcomes for both the customer and the company.
• Priority Management: Proficient in managing time effectively, prioritizing tasks, and meeting deadlines without compromising on quality or customer satisfaction.
• Continuous Improvement: Proactively seek opportunities for process improvements and contribute ideas to enhance the efficiency and effectiveness of customer support operations.
• Cultural Sensitivity: Ability to interact respectfully and effectively with customers from diverse backgrounds, demonstrating discretion, cultural sensitivity, and awareness in all communications.
• Physical: Ability to lift up to 40 lbs, primarily aided by a dolly during any lifting tasks.

SUPERVISORY RESPONSIBILITIES:

• None

REPORTS TO:

• Director of Consumer Engagement and Experience

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