ZAGENO is on a mission to accelerate scientific breakthroughs by streamlining laboratory supply purchasing processes with its award-winning, first-of-its-kind e-commerce platform. With over 8 million products available, ZAGENO makes online shopping for any research material convenient, efficient, and reliable. 

We are currently seeking enthusiastic individuals to join our Supplier Operations team in Cambridge. As part of a growing B2B online marketplace, you will be challenged every day by an exciting, fast-paced environment. You'll manage every step of the laboratory ordering process while creating meaningful relationships with our customers and  Suppliers. Come help today's life science researchers discover tomorrow's innovation!

ABOUT THE ROLE

• Manage a team of up to 5-10 Supplier Operations Specialists
• Player-coach mentality to both lead and execute orders, chats and emails as necessary during peak hours
• Monitor and drive team operational KPIs related to customer satisfaction, quality of work, and cost efficiency in a transactional environment
• Support and actively develop team members to improve KPIs and develop junior employees into leaders  
• Ensure team members' provide accurate information to ZAGENO customers and suppliers
• Assist leadership team to manage overall operations of the Supplier Ops team
• Work with leadership to minimize order errors, order delays and customer and supplier complaints 
• Ensure all relevant communications and data are updated and recorded
• Maintain a solid understanding of company products and services
• Handle any escalation of supplier and customer issues.
• Effectively communicate feedback across departments for improved customer and supplier experience
• Help define process and system improvements to facilitate order volume scaling
• Handle on ad-hoc projects/assignments

ABOUT YOU

• Excellent written and verbal communication skills.
• Excitement to learn & master our various platforms
• 2+ years of people management experience in a customer service environment
• Experience working with performance targets and motivating team members to exceed goals
• Background in writing and providing feedback 
• Experience finding solutions for operational and people management challenges