Meet Our New Customer Support Representative

At Kerafast, our list of providing institutions and portfolio of unique bioreagents continues to grow – and with that, so does our number of customers. We’ve now shipped reagents to customers in 53 different countries across six continents! As a result of this growth, we’ve expanded our customer service team and are excited to welcome Susan Ownes as a Customer Support Representative.

Susan recently moved from Connecticut to the Boston Seaport District, just about a mile from our office location. Now, if you call or email Kerafast customer service, she may be the one to help you. We wanted to take this opportunity to introduce Susan and her role at Kerafast.

Susan, what are your main responsibilities on the Kerafast team?

My main responsibilities are answering and assisting on the Customer Service phone line, processing email, fax and phone orders, completing foreign and domestic quote requests, and following up on shipment deliveries.

You’ve worked many years in customer support. Tell us a bit about your past roles and why you wanted to apply that experience to work at Kerafast.

In the past I have always worked with people, through my years in brokerage and retail sales, municipal government and volunteering. I felt that I could use those experiences to help ensure that our customers connect and have a great customer experience.

What activities do you like to do for fun?

I enjoy traveling and spending every winter weekend skiing, snowmobiling and snowshoeing in New Hampshire. I am a huge Patriots fan and never miss a game. I also love to play golf and am anxious to learn more of the local courses. In addition, I love to spend time with my husband Scott and three adult children (when they are around) going to Red Sox, Celtics and Bruins games.

Since moving to Boston, you’ve spent a lot of time exploring the area around our office. What’s been your favorite find so far?

I absolutely love living in the Seaport! There is always something fun going on, from conventions and Expos at the World Trade Center, to concerts at the Blue Hills Pavilion, in addition to tons of restaurants and the gorgeous Boston Harbor always in view. But if I had to pick just one thing, I’d have to say my favorite find is the Harpoon Brewery. It’s right around the corner from our office and it’s the only craft brewery located right in the city. The have a great beer hall and different events every week. And the beer is outstanding!