Customer Service Specialist

genOway (Euronext Growth™: ALGEN; ISIN: FR0004053510) is a biotechnology company dedicated to developing and commercializing innovative, genetically modified mouse, rat, and cell models for fundamental, preclinical, and clinical research.

genOway is fully committed to its clients, providing the most relevant scientific models and solutions to accelerate their research. Its business is split between major pharmaceutical companies (60%) and the biotech/academic market (40%), with a large majority of its clients based in the USA (60%).

Based in Lyon, France, genOway employs passionate and engaged people of 20 different nationalities. For more information, visit www.genoway.com.

The Role

To support the company's growth in North America and strengthen our Customer Service team, we are looking for a Customer Service Specialist with a genuine interest in the commercial side of business and a strong appetite for the scientific world.

Reporting to the Customer Service / Sales Support Manager, and working in close coordination with our US-based Business Developers and US distribution partners, you will be the key point of contact ensuring a smooth, responsive experience for our American clients — with working hours structured to provide meaningful overlap with US time zones (Eastern or Pacific, depending on team coverage).

Key Responsibilities

• Manage orders for an assigned portfolio of US clients within agreed deadlines (invoicing, delivery, collections, etc.)

• Own the day-to-day commercial relationship with US clients, distributors, and Business Developers: handling requests and forecasts, answering product inquiries, and providing accurate, timely information

• Ensure administrative follow-up of accounts and keep records up to date in our internal CRM/ERP system

• Guarantee customer satisfaction by managing complaints, delivery delays, and other service issues with a solution-oriented approach

• Collaborate closely with other departments (Sales, Legal, Finance, Supply Chain) to ensure smooth information flow across the organization

• Contribute to ongoing team projects and continuous improvement initiatives

• Provide live, real-time support to US-based contacts during your shift, adapting communication style to US business culture and expectations

Mandatory Requirements

• Fluent / bilingual English — required: you will communicate daily with US clients, distributors, and Business Developers, in writing and on calls.

• US time-zone availability — required: flexible/shifted working hours to ensure significant overlap with the US working day (Eastern or Pacific time, depending on team distribution).

• Prior US exposure — strongly preferred: previous professional experience working with US-based clients, partners, or teams, and genuine familiarity/comfort with American business culture and communication style.

Candidate Profile

• Degree in Business, Sales Support, or Administration (Bac+2/3 minimum) or equivalent experience

• 2 to 5 years of successful experience in a similar role within an international environment, ideally exposed to the US market

• Strong customer service mindset: active listening, understanding of client needs, proactivity, and excellent interpersonal and written communication skills

• Autonomous, results-oriented, and comfortable with problem-solving and continuous improvement

• Rigorous, organized, and able to manage priorities independently

• Team spirit and adaptability, including comfort working asynchronously with colleagues in different time zones

• Strong proficiency with MS Office and basic knowledge of CRM/customer databases

Contract

Permanent contract (CDI), attractive compensation package, position to be filled as soon as possible.

Working schedule adapted to US time-zone coverage (Eastern or Pacific), with flexibility discussed at interview stage.

Why Join Us?

• An innovative biotech company whose mission is to improve human health

• A responsible company: we have set action plans to reduce our carbon footprint by 30% by 2026

• A stimulating environment within a fast-growing organization where autonomy is valued and innovation is at the heart of our strategy

What We Offer

• Monthly bonus linked to work quality, paid as a premium or as time off

• Profit-sharing bonus distributed equally among employees (approx. €3,000–€4,000)

• Family health insurance (spouse and children) covered at 70% by the company (no extra cost for dependents)

• Provident insurance (death/disability coverage)

• Up to 100% coverage of public transport costs, or a monthly mobility allowance (€65) for bike/scooter/walking commuters

• Hybrid remote-work policy available after 3 months of seniority

• Company meal allowance (€4/meal)