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Laboratory Client Success Coordinator

4 months ago

Warrendale, United States Microbac Full time
Job DescriptionJob Description

ABOUT MICROBAC

Microbac serves our clients with the utmost expertise and respect for their market requirements, constraints and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined over 50 years of trusted, analytical and measurement experience.

Through our network of laboratories, offices, and field services, we have the flexibility to meet the unique requirements for each client, project and scope.

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

JOB SUMMARY

Laboratory Client Success Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Laboratory Client Success Coordinators engage in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed.

MAJOR/ESSENTIAL FUNCTIONS:

  • Ensure clients have a positive customer experience through proactive and professional customer service efforts.
  • Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed
  • Maintain a high level of professional contact with assigned Tier III clients
  • Administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials
  • Works with the CRM/CRS to ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned Tier III accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management.
  • As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
  • Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectations and follow up with solutions.
  • Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
  • Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
  • Communicate and collaborate with technical staff to uncover solutions to client needs.
  • Set up accounts, file documents, and ensure documents are thoroughly and accurately completed
  • May support sales team with various duties including answering questions and preparing quotes
  • Verify chain of custody forms/schedule work
  • Assist with the logging and tracking of client test samples
  • Perform other related duties as needed

PREFERRED QUALIFICATIONS:

Job Requirements:

  • Broad knowledge and proven experience in customer service
  • Excellent written and verbal communication skills
  • PC proficiency
  • Basic problem-solving abilities
  • General technical industry knowledge as evident by a basic understanding of concepts, terminology and instrumentation used
  • General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred. Education and Experience:
  • Bachelor’s Degree in a field related to the Sciences or 1 year of relevant experience preferred
  • Prior customer service experience required
  • Prior commercial laboratory experience preferred

WORKING CONDITIONS AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may also be made to enable individuals with disabilities to perform the essential functions in accordance with applicable law. While performing the duties of this job, incumbent is regularly required to use hands and fingers to feel objects, tools or controls. Position requires standing, sitting, walking and reaching with hands and/or arms, talking clearly and/or hearing and understanding. Position often requires climbing, balancing, stooping or kneeling and lifting 30 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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