Customer Care Specialist - EMEA and APAC

Olink Proteomics is a rapidly growing Life Science Company committed to improve the treatment of diseases and global health through enabling protein biomarker discovery and development. Owning the leading and most exciting technologies in the market and a product portfolio for protein biomarker discovery and development we serve and support our customers through innovation, quality, rigour, and transparency with the mission to drive precision medicine.

In seven years, we have analysed close to two million samples and generated more than 170 million data points for hundreds of customers from both research institutes and pharmaceutical companies around the world.

Olink now enables researchers to bring our platform into their labs and provides the requisite training to ensure success. In addition, we continue to offer services through our labs in Uppsala, Sweden and Watertown, MA.

Position Description

At Olink, the Customer Care Specialist is a new role that offers you a multi-faceted, dynamic, and rewarding team focused on delivering best-in-class support. We are looking for an experienced Customer Care Specialist to join our fast-growing organization to support our internal and external customers in the EMEA and APAC regions when purchasing Olink products. The Customer Care team is responsible for ensuring the journey of our customers experience with Olink is exceptional.

Primary Responsibilities

- Meet the challenges of a fast-paced environment, while maintaining a customer focus and strong level of professionalism.
- Ensure each transaction is processed within Olink guidelines, customer specifications and established Service Level Agreement.
- Use our (ERP) Monitor, Salesforce and other applications to register and maintain customer account information, process orders and research inquiries.
- Provide communication to customers and assigned Business Development Manager to confirm order, delivery, and invoicing.
- Proactively research delays, collaborate with supporting teams for resolution. Communicate all changes to customer and Business Development Manager.
- Investigate customer complaints and inquiries by collaborating with all supporting teams such as Sales, Distribution and Finance for quick resolution
- Monitor customer feedback from Satisfaction Survey, contact any unfavorable responses for resolution and report details.
- Answer inbound customer phone calls, check voicemails and triage to correct team.
- Ability to identify opportunities for process improvement, collaborate with team and leader to build efficiencies.


Qualifications/Skills

- Proven success in a Customer Service role for 2+ years with a passion for building customer loyalty. If you have experience from a similar role within Life Sciences it is a huge advantage.
- Documented experience in Microsoft Office and SalesForce programs and an ability to learn other software and systems.
- Excellent language skills, both verbally and written, in English is mandatory. If you also happen to speak Chinese it is a big plus.


As a person you should have strong organizational skills as well as the ability to communicate with both customers and internal stakeholders in a clear and friendly way. In this role it is crucial to be good at multitasking while keeping a strong customer focus and to thrive in a fast-paced environment. Last but not least at Olink we have a commitment to implementing feedback as a means to achieving individual and company performance goals.

The last application day for this role is on the 30th of November. If this sounds interesting, please send us your application, and come join Olink!