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Customer Care Associate

2 months ago

Norcross, Georgia, United States ALS Full time

Overview

Envision your career with us

At ALS, we inspire you to think ambitiously. Joining ALS means becoming part of a mission-driven team that empowers you to innovate, create, and excel. Our global workforce arrives each day with enthusiasm and dedication to tackle some of the world's most intricate challenges, always pushing our boundaries to discover solutions for a safer and healthier planet.

Position Summary:

The Customer Service Specialist will take charge of handling and managing customer calls, serving as the primary point of contact throughout the customer journey.

Key Responsibilities:

About You:

  • Execute data entry tasks to facilitate order processing, access historical orders, and manage special requests, while providing customers with up-to-date pricing and addressing additional inquiries as needed.
  • Resolve customer issues related to missed shipments and backorders, consistently aiming for swift resolution.
  • Document customer feedback and complaints on the Service Improvement platform, initiating investigations as necessary. Collaborate with the laboratory when complaints pertain to inaccurate or unsatisfactory results.
  • Investigate and address customer grievances promptly, ensuring effective communication with the lab regarding any issues related to results.
  • Handle both common and complex inquiries or complaints from customers, regulatory bodies, or business stakeholders, which may involve exploring result trends or ideal testing packages.
  • Present information and respond to inquiries from groups of managers, clients, and customers.
  • Support administrative functions such as coordinating special orders, preparing and dispatching quotes, drafting correspondence, and creating marketing materials.
  • Assist in onboarding new clients and conduct regular reviews of contracts for existing clients.
  • Process all forms of customer orders, including phone, fax, mail, email, and verbal requests.
  • Support the ALS Sales team by maintaining documentation necessary for proposals and bids.
  • Follow up with clients on the specifics of approved projects.
  • Coordinate with other departments and laboratory locations.
  • Assist the sales team in strategizing for the completion of significant projects.
  • Communicate clearly with Sales Representatives and Laboratory Directors regarding all project aspects.
  • Document all activities, quotes, and information gathered in the CRM promptly and comprehensively.
  • Contribute to the assessment of current and future needs, trends, challenges, and profit opportunities.
  • Prepare quotes, technical bulletins, and marketing literature.
  • Evaluate market satisfaction levels.
  • Maintain knowledge of industry and market competitors.
  • Assist in pricing coordination.
  • Manage an existing client portfolio.
  • Deliver presentations and seminars to clients.
  • Assist with forecasting and achieving budgeted revenue targets on a quarterly and annual basis.
  • Represent ALS at necessary trade shows and conferences.
  • Engage in client appreciation, industry, and promotional events.
  • Meet reporting deadlines and maintain an organized approach, including availability to work outside regular business hours when required.
  • Perform other duties as assigned.

Qualifications:

  • High school diploma or GED is required.
  • A Bachelor's degree in communications is preferred.
  • Prior laboratory experience is advantageous.
  • Strong verbal and written communication skills.
  • Exceptional organizational skills and attention to detail.
  • Proficient in computer applications, particularly Microsoft Office.
  • Ability to initiate corrective actions independently and assist colleagues as needed to meet deadlines.
  • Capability to perform effectively under pressure from high sample volumes and tight turnaround times.
  • Ability to work autonomously with minimal supervision.
  • Capacity to manage multiple tasks simultaneously.
  • Willingness to learn and utilize Laboratory Information Management Systems.

Physical Requirements:

  • Regularly lift and/or move up to 50 pounds, with occasional assistance for heavier loads.
  • Ability to stand, bend, push, pull, stoop, and crouch for up to 50% of the time while performing job duties.
  • Capable of working on a computer while seated for up to 8 hours daily.
  • Perform housekeeping duties as necessary.

Working at ALS:

Our employees are our greatest asset and the cornerstone of our success at ALS. We are a diverse group of dedicated professionals united by our commitment to making a positive impact on the world. We recognize excellence and uphold our values in our work and interactions with one another. At ALS, you will receive support to enhance your skills and develop new ones, enabling you to reach your full potential. We invest in our workforce through various programs and provide opportunities across the organization, allowing our employees to pursue diverse careers and grow as leaders. We strive to ensure everyone has a safe, flexible, and fulfilling career that positively influences our people, the planet, and the communities we serve.

Our Benefits Include:

  • Structured wage increases.
  • Comprehensive benefits package (including medical, dental, and vision coverage, life and disability insurance, retirement plan with company match, employee assistance and wellness programs, access to company perks).
  • Additional vacation days based on years of service.
  • Business support for education or training after 9 months with the company.
  • Learning and development opportunities (unlimited access to e-learning and more).

About ALS:

ALS is a global leader in scientific testing, offering extensive testing solutions to clients in over 60 countries across various sectors, including environmental, food and beverage, mining, personal care, pharmaceuticals, healthcare, and equipment reliability. Utilizing cutting-edge technologies and innovative methodologies, our dedicated international teams deliver top-quality testing services and personalized solutions backed by local expertise. We empower our clients to harness the power of data-driven insights for a safer and healthier world.

Equal Opportunity Employer:

ALS is proud to be an equal opportunity employer committed to fostering a workforce that reflects and affirms the diversity of our society. We welcome applications from individuals of all abilities and provide accommodations upon request for candidates participating in all aspects of the selection process.