Customer Experience Specialist

The Customer Experience Specialist is responsible for the retention and satisfaction of Millstone’s customer base. The Specialist ensures that laboratory output aligns with customer expectations and Millstone’s quality standard. The Specialist will lead the cross-functional effort to bring new clients online, ensuring customer and internal expectations are aligned. The Specialist will serve as the voice of the customer conducting regular check-ins with lab-ops to ensure high priority samples are moving through the operations and proactively alert customer to any challenges.

The Specialist will maintain close customer relations, having regular dialogue on forecast and growth opportunities, liaising with the Millstone sales team where appropriate.

• Back up report generation
• Back up billing and purchasing
• Shipping for external testing
• Tracking samples
• Answer the Office phone - Millstone Number

• Must have a minimum of 3-5 years experience
• Must have a bachelor degree
• Preferred 5-8 years experience in regulated industry
• Preferred educational and / or work experience with Project Management, Platform Management, Business Management and Administration, Life Sciences, Laboratory management, or equivalent