Senior Commercial Operations Representative
Pacific Biosciences of California

Sr. Commercial Support Representative - AMR & EMEA

PacBio (NASDAQ: PACB) is a premier life science technology company that designs, develops, and manufactures advanced sequencing solutions to help scientists and clinical researchers resolve genetically complex problems. Our mission is to enable the promise of genomics to better human health. Genomics is core to all biological processes, and our advanced genomics tools provide scientists and clinical researchers the insights to better understand biology and health. We are now entering the century of biology and genomics is at the heart of the next revolution. Become part of the new paradigm in gene sequencing and help shape the future of genomic study by joining the PacBio team.

Position Summary:
We are seeking a Sr. Commercial Support Representative to join our PacBio Commercial Operations team, focusing on the AMR and EMEA regions. This role reports directly to the Associate Director, Global Commercial Support. This is a unique opportunity for a collaborative, commercially-minded professional with a strong background in distributor management, and supporting both domestic and European customers. The ideal candidate will demonstrate proven leadership and the ability to work independently within an established metric-based work environment. The candidate recognizes that timely order processing, effective order management, and prompt inquiry handling are essential in this role.

Responsibilities:

• Directly support our customers, sales, and field teams, primarily with order management and inquiry handling, ensuring the highest levels of customer satisfaction
• Comfortable interacting with and supporting domestic and European customers, sales, and field representatives
• Strong customer service skills both written and verbal, ensuring timely resolution and the ability to advocate for the customer
• Actively participate in cross-functional process improvements and the integration of commercial systems
• Review and validate customer purchase orders for Finance standards and SOX compliance, escalating and resolving issues as necessary
• Maintain data integrity for audits and reporting to uphold compliance standards
• Ability to process orders accurately, ensure proper customer communication, and actively monitor order backlog
• Support Sales with quotes and facilitate documentation requests
• Collaborate with Logistics to guarantee accurate and prompt delivery of orders
• Engage with Marketing, Operations, Manufacturing, Technical Support, Planning, and Field Service teams to streamline the order fulfillment process
• Commitment to being flexible in supporting colleagues and providing mentorship to team members
• Enthusiasm for identifying and pursuing departmental goals using Tableau or other reporting tools

Required Qualifications:

• Must have at least five years of direct experience with order entry and order management
• Must have at least five years of direct experience handling and resolving order-related inquiries
• Strong leadership skills with a proven ability to proactively manage escalated issues and guide team members toward achieving goals
• Capability to thrive in a fast-paced, high-volume, and rapidly changing environment
• Exceptional interpersonal, written, and verbal communication skills
• Skilled at managing multiple issues simultaneously and prioritizing effectively, ensuring case handling is of the utmost importance
• Strong attention to detail with a commitment to producing highly accurate work
• Experience with high-profile project implementations, user acceptance testing, and the ability to recommend system enhancements
• Demonstrated proficiency in MS Word, MS Excel, and email systems is essential
• Proactive self-starter focused on results and customer advocacy
• Ability to engage effectively with stakeholders at all organizational levels, both internal and external
• Capable of working under pressure and meeting tight deadlines
• Strong problem-solving mindset with a cross-functional perspective

Preferred Experience:

• International experience is desired
• Biotech industry experience preferred
• Proficiency in SAP is highly preferred
• Experience with Salesforce or similar CRM systems is desirable

Non-Field Based Employees are required to be onsite Monday-Thursday (Friday work from home). Depending on the role, some employees may be required to be 100% onsite.

You may be required from time to time to visit and work at PacBio locations and for such times as the Company considers necessary for the proper performance of your duties.

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

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Salary Range:
$93,400.00 - $140,000.00

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at PacBio. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. PacBio does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, PacBio employees or any other company location. PacBio is not responsible for any fees related to unsolicited resumes/applications.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 650-521-8000, or careers@pacificbiosciences.com for assistance.

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