Customer Operations Specialist

You Helix

Helix is a place where innovators and doers gather in order to drive significant progress in population genomics. We have come together to work at the intersection of clinical care, research, and genomics.  

If you’re excited by the idea of making a meaningful impact and joining a team where we pride ourselves on driving innovation through fostering an environment with an emphasis on empowering one another to grow, Helix might be the place for you!

Helix The World

Our end-to-end population genomics platform enables health systems, life sciences companies, and payers to advance genomic research and accelerate the integration of genomic data into routine clinical care. We support all aspects of population genomics from recruitment to translational research and help our partners use genomics to improve health outcomes, increase patient engagement, and lower costs. Leading health systems, including Renown Health, AdventHealth, and Mayo Clinic, use our population genomics platform to power some of the world’s largest and fastest-growing population genomics initiatives.

For the COVID-19 public health crisis, Helix has built one of the nation’s largest COVID diagnostic labs and has been on the leading edge of national viral surveillance efforts tracking B.1.1.7 and other viral strains.    

As a Customer Operations Specialist this position will oversee the following: 

This position is responsible for managing all customer order entry, order processing, kitting, shipping, and preparing customer specific reports to be shared daily with shipping updates. This operations-driven role calls for a rare combination of creative problem solving, detail orientation, and interpersonal ability to manage partnerships.

Some of the tasks and responsibilities of the Customer Operations Specialist are listed below, however they are not limited to the list. 

• Responsible for managing all customer profiles in Helix, and Helix partner systems for shipping and order processing purposes. 
• Responsible for order entry Helix systems, ensuring that customer’s shipping instructions are properly followed and executed . 
• Responsible for order maintenance and management of backorders, and customer communication around shipping delays. 
• This position interfaces with Inventory Management, Helix 3PL and shipping partners,  along with other internal partners to overcome supply, quality, capacity and timing challenges. 
• Follow-up on pending orders until they are cleared and released from the warehouse.
• Prepare order confirmation, order shipping confirmation, tracking information and ETA to all Helix ships to locations. 
• Communicate with the fulfillment center on rushed orders, changes to orders and order cancellations. 
• Build open orders, back order, and inventory reports to be shared and reviewed on a weekly basis. 
• Understand ongoing supply status related to customer base and communicate concerns regarding available inventory and active system orders. 
• Maintain Standard Operating Procedures for customer order fulfillment. 

Strong candidates demonstrate:

• High attention to detail
• Ability to follow protocol and not skip steps or cut corners
• A can-do, customer-oriented attitude
• Strong communication and interpersonal skills as well as the ability to collaborate across disciplines

Highly Desirable:

• 2 years of customer service, customer operations or business operations experience
• Expert  experience with Microsoft Word, Excel, and Outlook
• ERP and other business management systems 
• Management or use of shipping systems for UPS or FedEx 

Additional Information:

Current hours are 9-5PM Monday through Friday. 

• This is a full time and on site position.

What Helix Has to Offer you

Aside from working alongside brilliant, dedicated, passionate, down-to-earth, curious, warm, and thoughtful people, we also provide great benefits:

• Competitive compensation, including meaningful equity
• Health insurance, including medical, dental, and vision
• 12 weeks of Maternity or Paternity leave
• 4 weeks of paid Pregnancy Disability
• 401(k) with employer matching
• On-premise nursing room
• Commuter benefits
• Catered meals
• Flexible PTO

Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.