Avez-vous débuté votre carrière dans le service client, l’assistance ou l’administration, et êtes-vous animé(e) par la passion d’offrir une expérience client réactive, professionnelle et conviviale ? Souhaitez-vous découvrir comment les demandes et les commandes des clients sont traitées, du premier contact jusqu’à la livraison, dans les secteurs de la santé, des sciences de la vie ou du diagnostic ?

Do you bring an early-career background in customer service, support, or administration and a passion for delivering a responsive, professional, and friendly customer experience? Are you eager to learn how customer requests and orders move from first contact through to delivery in the healthcare, life sciences, or diagnostics sector?

If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS Customer Experience team as a Customer Experience Representative and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.

Enjoy the flexibility of a hybrid work schedule allowing 2 days PW home working, collaborating closely with colleagues in our Bidart, FR corporate office

As a local office, our colleagues speak French on a daily basis, but as a global organisation English is our primary language. CVs should ideally be submitted in English for a successful review.

Our Mission

We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.

Your Mission

As a Customer Experience Representative, you will be the point of contact for our customer orders, delivering a responsive, professional, and friendly experience across every interaction. You will handle enquiries, tickets, account requests, and orders, working closely with Sales, Production, Logistics, Finance, and Order Management teams to keep customers informed and satisfied from order through to delivery.

The value you bring:

• Manage customer orders in a B2B environment, ensuring they are accurately reviewed, processed and followed through to delivery

• Coordinate with internal teams and logistics partners to organise shipments, monitor delivery progress and support resolution of delays or claims
• Maintain accurate and up-to-date records of customer interactions and outcomes, and report recurring issues that affect the customer experience.
• Work confidently with ERP workflows and automated order processes, understanding how orders move through systems and helping resolve exceptions when needed
• Collaborate with colleagues across Customer Experience, production, logistics and commercial teams to provide a proactive, seamless customer experience

Requirements

We know that every background is different, but to be best set for success we see you bringing:

• 1-2 Years previous experience in a B2B customer service, support or administrative role; knowledge of order management, order processing or distribtuion highly valuable.
• Internships and relevant academic projects are considered.
• This role is unlikely to be suitable for someone first working experience, but would suit someone with entry-level experience looking to develop.
• Full working proficiency in English is required, as you will support customer is non-french speaking countries, and work with non-french speaking colleagues.
• Strong organisational skills, with the ability to manage multiple requests simultaneously and maintain accurate records.
• A customer-first, proactive approach and the ability to collaborate across locations, teams, and time zones.
• Experience with ticketing, support, order management, Salesforce, ERP tools, Atlassian JIRA, or Confluence is a plus.
• Interest in the healthcare, life sciences, or diagnostics sector is a plus.

Benefits

You will be joining an organisation with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.  

Business recognition and accolades include:   

• World's most innovative companies (Top 10)  

• World's smartest companies (Top 50)   

• 100 Best Places to Work in Boston   

• Top 10 European Tech Startup   

• Top 10 European biotechs startup to watch  

• Top 25 East-Coast Biotech to watch  

Our benefits package is comprehensive but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:  

• Forfait-Jour working types  

• Health benefits for you and your family covered by 80% employer contributions  

• Life Insurance and pensions contribution  

• SWILE meal vouchers and home office allowances  

• 25 Days Vacation  

• Additional voluntary benefits including sports allowance, language courses, bank partnerships and transportation.  
• A forward thinking organisation team embracing AI & Automation

Our DNA  

Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous    

Our Virtues  

At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action.  We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.  

The process   

We use the power of AI to help our partners make decisions. If you’re utilising AI in your search and application process, why not use some of these prompts, or read our AI guide.  

•  ‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’  
• ‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’  
• ‘I am a *job title* - What can SOPHiA GENETICS offer my career?’  

Apply now with your CV and any supporting information.   

For a fair, consistent and transparent process, we request all candidates should complete an application through our career page or an external job posting. Whilst we aim to respond to message and enquiries about vacancies, we cannot accept applications through email or messages on another platform (i.e. LinkedIn; Xing) alone. We are aware of some third-party organisations republishing both current and expired job postings without our consent, in the interest of collecting personal information. If you have any concerns about the legitimacy of this job posting, or any other vacancy, you can compare it to open postings directly on our careers page (https://careers.sophiagenetics.com/jobs/search).   

Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business.   

If you need additional support or accommodations for accessibility, please contact our TA team for assistance on recruitment@sophiagenetics.com

We appreciate the value external partners can bring, but we operate a direct-hiring model, and we are not looking to utilise agency support at this time. All hiring is controlled by Talent Acquisition; potential partners should liaise through TA and not our hiring teams please.   

Starting Date: ASAP   

Location: Bidart, FR (Hybrid) - Relocation welcome 

Contract: Permanent, Forfait-Jour