Customer Relationship Specialist

1 week ago

Baltimore, Maryland, United States Microbac Full time
Job Title: Customer Relationship Specialist

At Microbac, we are seeking a highly skilled Customer Relationship Specialist to join our team. As a key member of our customer-facing team, you will be responsible for ensuring customer satisfaction through effective communication, coordination, and problem-solving.

Key Responsibilities:
  • Maintain a high level of customer contact to understand client needs and act as the liaison between clients and our laboratory staff teams.
  • Manage the logistics of client projects, ensuring client needs are met in a timely and cost-effective manner.
  • Work with the CRM to plan, organize, and ensure proper execution of the welcoming and onboarding process for all assigned accounts.
  • 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.
  • 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.
  • Work with internal leadership and staff to ensure the quality of work completed and reported meets or exceeds pre-determined quality standards.
  • Support quality and proactively participate in continuous improvement initiatives in the department.
  • Maintain and grow overall client satisfaction through collaboratively working with clients to provide services that meet their needs and exceed their expectations.
  • Effectively communicate customer requirements and coordinate projects with internal departments to ensure client needs are addressed in a timely and appropriate manner.
Requirements:
  • Bachelor's degree or equivalent work experience in Chemistry, Biology, or a related field of study.
  • A minimum of 1 year of related industry experience.
  • Prior customer service experience.
  • In-depth technical understanding of industry or subject area.
  • Excellent customer service skills, to include strong verbal and written communication skills.
  • Exceptional ability to effectively convey technical knowledge, troubleshoot, and solve technical and personnel problems.
  • Familiarity with concepts and terminology commonly used within the industry.
  • Familiarity with regulatory requirements, common practices, and trends as they relate to the industry.
  • General knowledge of personal computer operations, including spreadsheet, word processing, and relational database.
  • Multi-tasking, prioritization, superior follow-up skills, and attention to detail are also required for success in this role.
Preferred Qualifications:
  • Prior experience working in a laboratory environment.
Working Conditions and Physical Requirements:

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.

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