Concierge Customer Specialist

For more than 40 years, BioIVT has evolved from a specialized biospecimen provider into a global partner to life science and diagnostic organizations. Our growth has been shaped by a consistent focus on helping researchers access the high-quality biospecimens, primary cells, ADME-Tox products, and research services they need to advance discovery, development, and medical progress.

What has remained constant throughout that history is our mission: to enable smarter science and accelerate medical breakthroughs that enhance and extend lives. Every BioIVT team member contributes to that mission, whether supporting a donor center, laboratory, commercial team, or corporate function. For employees, this means joining a company where scientific quality, operational excellence, compliance, collaboration, and customer focus all come together to support work that matters.

The Concierge Customer Specialist serves as the primary point of contact and strategic partner for assigned key accounts, managing the end to end customer experience across Customer Support, Quoting, and Order Processing functions. This role proactively anticipates customer needs, ensures seamless execution of all transactions, and aligns internal stakeholders to deliver exceptional service. The Concierge Customer Specialist leverages deep product knowledge, strategic communication, and cross functional collaboration to strengthen relationships, identify growth opportunities, and drive systemic resolutions for recurring challenges.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the dedicated liaison for assigned key accounts, providing proactive, tailored communication that builds trust and strengthens relationships.
• Manage all customer functions — including support inquiries, quoting, and order processing — ensuring accuracy, compliance, and timely delivery in accordance with SLAs and company policies.
• Anticipate customer needs by monitoring account activity, identifying demand patterns, and advising on product or service solutions.
• Prepare and deliver quotes for assigned accounts, ensuring accuracy, compliance, and alignment with pricing policies.
• Process orders from start to finish, verifying details, resolving discrepancies, and maintaining complete documentation in CRM systems.
• Resolve complex or systemic issues by analyzing root causes, coordinating cross functional teams, and implementing sustainable solutions.
• Use CRM strategically to track account activity, manage priorities, and improve workflows for assigned accounts.
• Plan ahead and manage priorities to ensure all customer deliverables are met without compromising quality.
• Align stakeholders across Sales, Operations, Finance, and other departments to ensure a unified approach to key account management.
• Maintain composure and professionalism during challenging interactions, using emotional intelligence to navigate sensitive situations.
• Identify opportunities for process improvement and contribute to initiatives that enhance the customer experience for key accounts.

QUALIFICATIONS

• 5+ years of experience in customer support, sales operations, account management, or a related role, with a focus on high value or strategic accounts.
• Proven ability to manage multiple functions (Customer Support, Quoting, Order Processing) seamlessly.
• Advanced written and verbal communication skills with the ability to deliver proactive, strategic communication to key accounts.
• Deep product knowledge with the ability to advise customers strategically and identify demand patterns.
• Strong critical thinking skills to drive systemic resolutions for recurring issues.
• Proficiency with CRM systems, including strategic use of reporting, dashboards, and workflow optimization.
• Excellent time management skills with the ability to plan ahead and manage competing priorities.
• Demonstrated success in aligning stakeholders and coordinating cross functional efforts.
• High emotional intelligence, composure under pressure, and ability to foster strong customer relationships.
• Commitment to quality, compliance, and continuous improvement.
• Bachelor’s degree preferred; equivalent experience considered.

Other duties may be assigned.

ALSO TRUE OF THE RIGHT PERSON

• You are mission-driven and take pride in contributing to work that helps advance science, medical progress, and better outcomes.
• You value collaboration and build trusted relationships by being respectful, responsive, and solutions-oriented.
• You bring a strong sense of ownership and accountability, following through on commitments and taking pride in the quality of your work.
• You are comfortable working in a fast-paced, growing organization where priorities can shift and good judgment, flexibility, and communication matter.
• You care about doing things the right way, with consistency, integrity, attention to detail, and respect for quality and compliance.
• You are curious, open to feedback, and committed to continuous improvement in how we work, learn, and grow together.

WHAT WE OFFER

• Comprehensive medical coverage with PPO/HRA and HDHP/HSA plan options.
• Company-funded HRA or HSA contributions, depending on the medical plan elected.
• Prescription drug coverage, virtual care through MDLIVE, and preventive care
• Dental coverage through Cigna and vision coverage through VSP.
• Company-paid life, AD&D, short-term disability, and long-term disability coverage.
• Flexible spending account options, including healthcare, limited purpose, and dependent care FSAs.
• 401(k) retirement plan with employer Safe Harbor matching contributions.
• Tuition reimbursement to support continued learning, professional growth, and career development.
• Paid time off, company-paid holidays, employee assistance resources, travel assistance, and voluntary benefit options.

EQUAL OPPORTUNITY AND BELONGING

At BioIVT, our mission to enable smarter science and accelerate medical breakthroughs is strengthened by the people who bring that work to life. We are committed to building a workplace where employees are treated with fairness, respect, and dignity, and where different experiences, perspectives, and ideas help us better serve our customers, partners, donors, and one another. BioIVT is proud to be an Equal Opportunity Employer and welcomes qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law. We are proud to be an Equal Opportunity Employer.

To Learn more about our mission and team culture, click here!